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SalaryAt 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
Responsible for providing 3rd level customer support and application monitoring for the SinglePoint application. Formulates proposals for new processes and information needs by analyzing existing systems and procedures and defining recommended technical and procedural improvements. Participates in the validating of code upgrades to the SinglePoint application.
Responsibilities:
Escalation Management: Provide 3rd level support for escalations received from CCS, Corporate Support, Product Management, Implementation, Sales, and other areas within the bank.
Application Monitoring: Monitor incoming file feeds to the SinglePoint application.
Incident Management: Support production incidents by opening tickets, placing banner messages, writing Service Alerts, communicating with Product and Upper management, troubleshooting, and validation.
Billing Support: Perform manual billing submission and validation of all SinglePoint billing volumes.
Transmission Setup: Manage transmission setups for BAI and SinglePoint products.
Disaster Recovery: Participate in Disaster Recovery Exercises.
Release Support: Support the monthly release of new or updated functionality for SinglePoint.
Weekend Validation: Perform weekend validation of the SinglePoint system. Lead Calls: Lead calls with various stakeholders as needed.
Support Hours:
Monday: 7:00 AM - 5:00 PM CT
Tuesday through Friday: 6:00 AM - 5:00 PM CT
24/7 on-call rotation (rotated)
Systems and Tools:
SinglePoint
Hogan
SAR
OnBase call tracking
TSOA
Leap Service Alerts
RightFax
Workday
ServiceNow (MyTech)
Microsoft Office suite (Outlook, Excel, Lists, Teams, OneNote, PowerPoint, OneDrive)
This 3rd level support role for SinglePoint customers requires a deep understanding of the application, strong troubleshooting skills, and the ability to effectively communicate with various stakeholders within the bank. The successful candidate will be responsible for ensuring the smooth operation of the SinglePoint system and providing high-quality support to end-users.
- Bachelor’s degree, or equivalent work experience
- Five or more years of related experience
- Thorough knowledge of policies, plans, procedures, products and regulatory requirements for assigned business unit
- Ability to conduct an analysis of a business need, including scheduling meetings, planning agendas and conferring with business line leaders
- Strong understanding of project management and testing methodology and procedures
- Ability to develop test schedules, review testing plans, track test issues and report on test results
- Strong analytical and forecasting skills
- Ability to manage multiple tasks/projects and deadlines simultaneously
- Ability to work as part of a project team
- Effective verbal and written presentation and communication skills
- Proficient computer navigation skills using a variety of software packages including Microsoft Office applications
The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.
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.
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.
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: $79,135.00 - $93,100.00 - $102,410.00 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.
