At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed.  We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Job Description

Purpose: Provide first point of person-to-person “high touch” customer service to employees, retirees, managers, line of business HR and external clients.

Scope: Offer prompt, courteous customer service regarding HR, payroll, and basic benefit inquiries and issues to over 70,000 U.S. and Canada based employees.

Areas of Responsibility:

• Respond to inquiries on administrative procedures and practices via multiple channels such as phone, HR employee portal, chat or email. Utilize HR case management system to document and escalate as needed following the appropriate processes.
• Educate employees on HR Services and self-service tools available to them such as the HR portal and other systems as needed.
• Research and resolve inquiries within defined service levels. Must be able to work on more than one issue simultaneously and prioritize urgency of requests.
• Probe cases to determine root cause of the issue or question in order to provide accurate resolution or diagnose appropriate escalation.
• Accurately document inquiries and answers provided.
• Utilize multiple online systems and data sources to perform research to ultimately resolve inquiries.
• Work independently on most routine tasks.
• Actively contribute to delivering, maintaining and improving HR services, procedures and processes to increase employee satisfaction, driving performance and achieving results.
• Understand and utilize HR systems including Workday and the Employee Portal including Self Service, Knowledge base and Case Management.
• Maintain a useful working knowledge of company policies, procedures, government regulations and commonly accepted business ethics.

Core Behaviors:

• Agility & Innovation: Adapt quickly to changing priorities; create new and better ways for the organization to be successful
• Collaboration: Build partnerships and promote a culture of teamwork to drive one U.S. Bank.
• Customer Centricity: Build strong customer relationships and deliver customer centric solutions
• Drive for Results: Hold self and others accountable to consistently achieve meaningful results
• Ethics & Trust: Maintain high ethical standards; gain the confidence and trust of others through honesty, integrity and authenticity
• Inclusion: Build a culture of equity and inclusion in which diverse ideas, talent and perspectives are welcomed and encouraged
• Talent Development & Engagement: Create a climate where people are motivated to help the organization achieve its objectives

Minimum qualifications:

2-year college or post-secondary course work in related field or applicable work experience.

Availability to work 9:30 am – 6:00 pm CT to start

Strong PC skills, preferred experience working in Workday.

Established vocabulary of general HR terminology (recruitment, payroll, benefits)

Strong verbal and written communication skills

Excellent interpersonal skills with and a customer service approach to problem solving.

Commitment to maintaining the highest level of confidentiality when dealing with personal information, compensation and benefit information

Preferred qualifications:

Bachelor’s degree

3 years of Customer Service experience

Candidate with minimum of 1-3 years of experience in administration of HR, Recruitment, Payroll or Benefits.

Bilingual is a plus

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits: 

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):

• Healthcare (medical, dental, vision)

• Basic term and optional term life insurance

• Short-term and long-term disability

• Pregnancy disability and parental leave

• 401(k) and employer-funded retirement plan

• Paid vacation (from two to five weeks depending on salary grade and tenure)

• Up to 11 paid holiday opportunities

• Adoption assistance

• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

EEO is the Law

U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal KNOW YOUR RIGHTS EEO poster.  

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $20.63 - $27.50 - $30.25

U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.

Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

Job postings typically remain open for approximately 20 days of the posting date listed above, however the job posting may be closed earlier should it be determined the position is no longer required due to business need. Job postings in areas with a high volume of applicants, such as customer service, contact center, and Financial Crimes investigations, remain open for approximately 5 days of the posting listed date.