Chat Service Manager

U.S. Bank

. Lead and develop a team of customer service professionals supporting customers through chat and written communications .

Posted 9/15/2026full-timeRemote • Colorado • United StatesMid-LevelSenior💰 $66,640 - $78,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and customer service skills while effectively managing a team to enhance operational efficiency and customer satisfaction. Proficient in compliance with regulatory requirements and internal controls, with a focus on performance management and process improvement.

Highest-signal resume keywords

Customer Service ManagementTeam LeadershipPerformance ManagementProcess ImprovementRegulatory Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational FunctionsProblem-SolvingPerformance TrackingWorkforce PlanningTraining Program Development

Soft Skills

Effective LeadershipStrong Verbal CommunicationStrong Written Communication

Tools & Technologies

Digital Support ToolsComputer Applications

Industry Keywords

Customer SatisfactionKey Performance IndicatorsComplianceAudit StandardsRisk Management

About the role

Key responsibilities & impact

Lead and develop a team of customer service professionals supporting customers through chat and written communications
Oversee resolution of customer inquiries, account servicing requests, and problems while maintaining compliance with company policies and procedures
Maintain knowledge of products, services, systems, and digital support tools
Identify opportunities to enhance processes, streamline workflows, and increase efficiency within the chat environment
Provide coaching, guidance, and performance management to chat representatives
Partner with leadership and cross-functional teams to communicate and execute departmental goals, strategic initiatives, and organizational priorities
Monitor service levels, productivity, quality, customer satisfaction, and key performance indicators
Implement performance tracking mechanisms, analyze trends, and develop action plans to improve performance
Oversee workforce planning and scheduling to maintain appropriate staffing levels
Balance operational efficiency, customer experience, and employee engagement while meeting service and quality expectations
Participate in developing and implementing training programs, operational procedures, and technology enhancements
Ensure compliance with internal controls, regulatory requirements, audit standards, and risk management practices

Requirements

What you’ll need

Bachelor's degree, or equivalent work experience
Three to five years of relevant experience
Strong customer service and problem-solving skills
Advanced knowledge of operational functions, systems, policies and procedures of assigned area
Basic understanding and practical application of applicable laws and regulations
Effective leadership skills
Strong verbal and written communication skills
Working knowledge of computer applications used in area
Ability to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies
Ability to comply with applicable background check and employment eligibility requirements

Benefits

Comp & perks

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
Incentive and recognition programs
Equity stock purchase
401(k) contribution and pension