Deceased Contact Center Agent

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

This role supports customers and representatives managing accounts impacted by a death notification. The position handles sensitive account-related conversations, reviews documentation, explains available options, and helps resolve delinquent consumer accounts while delivering a professional and empathetic customer experience.

Responsibilities

Manage assigned delinquent consumer accounts and work with customers or authorized parties to identify appropriate repayment or resolution options. Handle inbound and outbound phone calls related to death notifications, responsible-party outreach, payment discussions, collateral options, and account servicing questions. Review account documentation and complete follow-up through written correspondence and shared email inboxes as needed. Navigate multiple systems to document activity accurately, maintain account records, and support timely resolution. Partner with internal teams across collections, recovery, lien release, repossessions, and related life-event support functions. Follow established procedures, quality standards, and call schedules while helping minimize loss to the organization. Basic Qualifications - High school diploma or equivalent - Two to three years of experience in collections and/or customer service activities Preferred Skills/ExperienceAbility to communicate professionally and empathetically in sensitive situations. Ability to manage confidential information in a private work environment. Strong organization skills and ability to work across multiple systems at the same time. Ability to follow established procedures and maintain quality and productivity expectations. Proficiency with Microsoft Office applications. Previous collections experience. Experience handling complex or emotionally sensitive customer interactions. Experience working in a high-volume phone environment. Experience supporting consumer lending, deposit accounts, or related financial products. 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: 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 Review our full benefits available by employment status here. U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law. 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: $20.00 - $20.91 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. Posting may be closed earlier due to high volume of applicants.