relationship banker

customer consultant

software engineer

customer service representative

business manager

U.S. Bank

I feel like I was trapped when I got into the call center. Really hard to get out because you have to make sure that you are getting good surveys and marks. They recently increased the level of difficulty in obtaining good marks for the month. Has been very difficult to obtain good surveys from customers. Encouraged to rush through calls as fast as possible. If you take the time to make sure each customer's needs are satiated, then you will have good surveys and a high handle time. If you try to get customer needs fixed as quickly as possible and rush them off the phone then the customers think that not everything is resolved. It's back to back calls, all day, every day. I work 10 hour shifts 40hrs a week and there is never really any available time. When you get into the higher skill sets, you are the last stop. Customers like older sounding people so if you are young, they think you haven't fixed the issue. Lots of people call in and complain about the poor coding of the website, so you have to assuage them, clear their cache and cookies, and make them feel good. Then it's really all a matter of whether or not they thought you helped them. When you are in the loan and online banking cues, you are the last stop, so the customer probably talked to two other departments and the problem was not fixed and then you get rated for the inadequacy of the other people that "helped" the customer. Not a lot of support. Managers like to take it easy there, and go on lots of smoke breaks, and help the newer bankers, so there is not a lot of floor support. The training is sub par, and even if you take notes, there will be one off situations that will mess things up. Customers simply want everything, and don't ever read the terms and conditions, so they confuse the fact that we can't do everything for them as poor customer service, when we are telling them the truth and the policies that have been explained to us. Managers just stop caring after you have been there a year, and it is difficult to get help. I feel like any moment I could be let go for many different reasons. You are constantly adapting and told to change this, and tweak that, and it gets overwhelming. I am currently looking for a different job where you do your job and that's that, rather than constant improvement which is annoying. It's all on your shoulders, so expect to be nitpicked. People try to get their foot into the bank and get into the call center, and then move out to another department, because the call center is the front line. Many of the other departments don't have as tough of an evaluation. However, the awards, the free food, the recognition, the sense of teamwork and camaraderie is great. You get a lot of paid time off and SSL. Expect to work on holidays. You get a paid holiday, or floating holiday if you are working on a holiday, not time and a half. There is a shift differential, but you lose it if you want to start early and finish around 5 or 6. Different managers are on different teams and some are a lot better than others, but if your manager is good, they won't be there to help you. They will be there supporting all the other teams and bankers that have to deal with customers that are not given good customer service. Very cognitive, fast paced, corporate environment. Hard to move up and hard to advance, but if you have a good manager, you have a better chance. Just remember all the rules because they don't constantly remind you of them. Don't think you can get away with too much because you're going to get caught. Many people think that they don't watch what you do and tap into your calls, but they do, and they want to get rid of you and replace you with someone that is newer. It's just easier for the managers to deal with the newer people because they are freshly trained, and have a less difficult call cue. The newer mobile app was rolled out and it was really criticized by customers. They keep adding new things to the app. The customers that you talk to at the call center are either too dense to figure anything out online, don't want to do anything online, or don't have the patience to let you help them and just want you to do what some other bank can do. The one thing that not a lot of people understand is that U.S. Bank has very good account security compared to many other banks and this can make it difficult to do things that less secure bnaks let you get away with.

You will handle customer calls similar to handling bank transactions, calculating fees, activation, closing of accounts, and mobile website questions. The positions are physically in their call center.

I was hired for a permanent career position, but was told my first week that there were a group of new hires (hired after us) ready to step in and, our jobs may be cut due to COVID-19.

Two weeks into my position, almost half my team abruptly left due to "flu symptoms". We were all told this in an email the last few minutes of a Friday shift. Nothing was said what the plan for our team was, if it turned out any of our team-members tested positive for COVID-19. In our town, citizens have repeatedly been told that only medical or emergency workers are allowed to get tested. So, in our US Bank call center, with little ability for workers to be tested for COVID-19, we may perpetually be working alongside co-workers + for COVID-19. Other US Bank Call Centers have had positive COVID-19 cases.

In the weeks I have been here, I asked my manager if they could enforce social distancing, or tell employees and managers to cover their sneezes and coughs. My manager responded "that is the way it is here. You will have to deal with it." They said US Bank would not provide face masks.

At the same time, the feedback to our whole team is that we have done very well in our training and knowledge testing. So, it is hard to understand why we are not supported in a safe workplace, and are told we may lose our jobs due to COVID-19, when we are obviously doing our jobs well, and are on time. 

One positive note is that our trainer is excellent in training, very smart, and gets our team engaged so we learn a lot.

I would anticipate that US Bank would make an effort to keep us safe so that we can continue the level of effort and ability to represent US Bank well. To my way of thinking, enforcing social distancing and managers/employees covering coughs/sneezes is free to US Bank.

As all of our new-hire training is virtual anyway, and 70% of the call center already works from home, it would be much appreciated if US Bank would offer this to their permanent employees who start work during this pandemic. There are clearly security measures that could be implemented, just as they are for the 70% already working from home.

There are other changes that have happened in the past month. The 20% pay increase for essential bank workers ended 04/17/2020, so you will not be getting that as a new essential worker. Also, according to a third-party recruiter, you can make at least $1 an hour more through a temporary agency for the same US Bank permanent position.

So, given that half my co-workers suddenly became ill with "flu" symptoms (when the flu season is over), and the refusal/inability of US Bank to enforce social distancing and covering coughs/sneezes in this pandemic, please carefully consider. I imagine, before and after this pandemic, this call center position at US Bank would be a very enjoyable job. But, those of us who have been coming in, while most of the country is staying home and collecting unemployment, have been putting our lives at risk, and have been treated with very little respect.

Lastly, if you start, don't be put off by how rude and condescending the security and other existing bank staff are. I imagine it wasn't like this before the pandemic.

The more productive you are the bigger the workload with little to no recognition. You can realalisticly spend 10 - 12 hrs at work in order to complete your own assigned tasks along with any additional added tasks assigned to you because other employees were unable to meet all of their tasks deadlines efficiently and effectively. Rarely will a manager or team lead remain later than an hour after normal scheduled working hours making it hard to resolve any issues that may arrive needing manager/supervisor approval. Work/life balance is non-existent unless you're family or friends with management. Overheard a manager loudly criticizing and discussing, while sitting at her desk in her cubicle, one of her absent team members personal descissons and lifestyle choices with the other team members she supervises. The conversation was nonprofessional and very judgmental which makes one question if the managers personal feelings towards the employee also had something to do with how she was constantly degraded by the manager in the presence of other co-workers. Not surprisingly, the same manager hired and approved the pay scale of a family member 2 weeks before the manager was promoted. When I reported it to the ethics review board it was completely dismissed without any investigation. The managers family member blatantly stated that she would not complete the company's assigned task quotas because she refused to stay after assigned working hours because she had a family to get home to, which in turn caused her peers to pick up the the uncompleted tasks causing them additional working hours and less time with their families. Because she was related to the senior manager over the department and because junior managers were afraid of retaliation, the insubordinate employee would never be held accountable for her lack of initiative or coached on her display of apathy and passiveness. However, the same coworker was questionably given recognition for being one of the top team members winning her prizes and monatary rewards? Biggest strike against the company is that US Bank is not compassionate towards employees medical issues or doctor restrictions/care. Your sick days are not automatically given to you at the beginning of the year but are accumulated by only a few hours, if that, per every 40 hrs worked. So if you miss more than a few days in the beginning of the year, even if you're under doctors care and can provide a note stating the doctors restrictions, you will be wrote up. If it is a chronic medical condition you'll probably lose your job in just a few months. And even though you have vacation time, it is the discretion of the manager wheather to approve the use of your vacation days to cover any days missed due to illness or doctors restrictions because US Bank DOES NOT recognize doctor notes! There for unless you're family or part of the "clique" you will be wrote up, overworked, shunned, gossiped about and bullied by the powers that be.

Pro

I worked with several teams over the years and they were all great, everyone does their own work and no micromanaging that I experienced. Deadlines and work/life balance are usually reasonable.

My immediate managers were amazing to work with, the problem is executive level management who only care about shareholder profit so they can justify their own extravagant pay increases while dropping crumbs to the actual people keeping the business running.

Con

I can’t speak from any branch experience, but from an “office job” perspective U.S. bank was a great place to work until 2024. In the span of a couple months executive management alienated the people they hired as “remote” by breaking that agreement and forcing them back downtown with token compensation benefits that don’t offset the new costs. They alienated the “hybrid” employees by taking away the dedicated desk spaces where they can have some kind of personal connection and instead moved to a first-come, first-served free for all of open cube neighborhoods. You can reserve a cube, but if someone has already settled in then your choices are to either make an issue of it and try to evict them or to just select a new cube and hope a third person doesn’t kick you out of it. Then spend time getting all the technology working correctly. Better make sure to bring a headset too, because with your team spread out across the whole floor, you’ll be having virtual Teams meetings… just like when you work from home. If the RTO plan was to return to office in the least efficient way possible while making the largest group of individual contributors feel unheard and demoralized, then U.S. Bank has knocked it out of the park. 

I gave it a 2 star rating not because it’s actually a terrible place to work, but because of my absolute disappointment in them and how far they’ve fallen from being a formerly great place to work. If you are just starting your career, just need a paycheck for a reasonable work/life balance, or like office work for less than you can make elsewhere then this will be a fine fit. Almost everyone I know who works here is looking at options outside the bank, and I’ve moved on to better things too. Good luck to all who remain, and to those considering a new job at U.S. Bank I’d offer a warning: The role you’re looking to fill is likely open because someone with a ton of experience doing it for years has left for greener pastures, and now you’re expected to help prop up a crumbling department. You won’t be compensated well or recognized if you succeed, and there won’t be any loyalty shown to you if you fail. Best of luck with your job hunt, I hope you find someplace worthy of you and your time. 

Advice to management

 Please read the employee feedback in the surveys you send out, the employees are giving you info if you’ll listen. Working from home isn’t just a luxury or an excuse to be lazy, but additional time we get to spend with the people most important to us, and time we can spend with people who can’t take time for granted. Please listen to your employee feedback, because it feels like some of your decisions are losing a bit of the humanity and values we used to aspire to.


First off - the customers absolutely SUCK! They treat us so awfully, expect us to treat them like royalty, and then complain on our surveys saying that we were "rude" or "made them wait too long." Then, upper management says that we need to be faster... (well that's a little impossible while working in a branch with only 3 employees at time when all the other branches have between 7-10 employees,) and they say we should do whatever said customer wanted so they don't complain next time... even though that goes completely against everything on which we were trained?!?

We had 8 employees leave since I started there in 2017. The last guy who left was our Senior Teller, and I was just a Teller. On his last day, I was just told to take sole control access of the whole vault from him and take care of it from then on. 

A week later I spoke to my branch manager requesting a raise due my new stressful responsibilities, and she agreed I deserved one and put in the request. She also asked if I would be up to take the management side of that position as well so we could have another manager in the branch, AND she asked if I would be willing to take on the role of a Universal Banker on top of that!! That's going from just a Teller to a half Universal Banker/ half Senior Teller which has never been heard of as it is two roles in one. I said I would agree to that as long as I get the raise for the Senior Teller part. Well, my pay raise got denied, but they still expected me to take both positions, because I'm technically getting a raise if I become a banker due to incentives... BUT THAT DOESN'T MAKE UP FOR THAT MANAGEMENT POSITION AND RESPONSIBILITIES I WOULD HAVE ON TOP OF IT!! So I told my branch manager I don't want the management job or the vault responsibilities if I'm not going to get compensated for it, and she said she understood... But a month goes by and I was still playing the Senior Teller role (which was the most stressful job I've ever done)!

Our branch is so short staffed and busy that we barely get a lunch break and average between 45-50 hours a week. I can't even use the restroom at work unless I'm getting a lunch that day or I end up waiting till I clock out... Our branch is extremely busy all the time, being located right off a big highway on the way to a casino. And the customers just keep coming every single day, not knowing (or caring) how short-handed, exhausted, hungry, stressed out, and all around just upset at our own employer (but we never show it), so they just yell at us constantly and make awful comments about how we are too slow, should have helped them first because they think they were there first (even when they were clearly NOT), or they sometimes just want someone to yell at because they overdrew their account again and don't want to pay the bank the fee for it.

If you enjoy getting yelled at by customers without being supported by your management, and getting more responsibility with no compensation or praise, then this is the job for you!!

US bank didn't "grow" or "innovate"  it's way to being the 5th largest bank in the US, it simply out lasted other banks than made riskier plays and didn't survive the financial crises. THIS is at the core of US Bank culture, and it may or may not be the best fit for you and your career aspirations. They pride themselves on integrity and as far as my experience they try to walk it like they talk it. 

A typical day was making +/- 75 outbound calls to prospects, setting up virtual presentations for financial services products, preforming "demos", preparing for trade shows, or uploading contract documents to various internal drives. 

I learned that people don't care about features, they only care about the benefits those features can provide, and how to craft value statements that highlight the most compelling benefits for a given situation. I also learned that the fastest way to move business along is outside of the office. 

Management.... Poor. 
Intentionally manipulative, pitting teammates against one another, promotions not based on merit. Withheld work from home opportunities for reasons that had nothing to do with the business. 

The culture from the top is conservative and slow moving but they send out a survey every year asking for feedback and they hit all the diversity & inclusion bullet points so take that for what you will. Mid- lower level managers however take what they like and discard what they don't, so YMMV. Co-workers were great. 

Hardest part of the job was identifying opportunities to win, but not being able to pursue them due to either internal bureaucratic BS or being too cheap to invest in the necessary resources. 

The most enjoyable part of the job was getting out of the office and having the opportunity to travel the country putting faces to names and building real relationships with clients you've been emailing and calling for months or years. 

If you are a "go along to get along" type and want to find a stable place that doesn't change much so you can have a long career, US Bank is probably the next best thing to a government job. 

If you are a hard charging innovator who desires to make truly meaningful contributions or be on the leading edge of ....well...anything; you will likely find the culture suffocating and unfulfilling. 

US bank is the "millionaire next door" who clips coupons and drives a Toyota Camry -- Not the start up CEO hosting a team building retreat in Hawaii -- nor does it aspire to be. 

In a typical day at work in the call center, you would take between 60 and 120 calls. There was almost no break between calls. Most calls consisted of very angry individuals because they had some kind of issue accessing their money. Statistics were tracked on all aspects of calls including call talk time, average talk time, average handle time, hold time, revenue, customer satisfaction, banker satisfaction, call center satisfaction, adherence to schedule. Any survey received that was under a certain percent was thrown out and counted as a 0% toward your survey goal. Many customers had to call back multiple times and were confused when giving scores to surveys. 

I learned to empathize with the customers when working at this job. Many times, a customer called because funds were being held and they didn't have access to them and there were very few situations in which we could do anything for them.

Some management in our call center did a good job. They all tried to be funny and sometimes they were, but sometimes, they were inappropriate. I always got the message that I was doing a good job, but regardless of how good you do there, they always had you commit to working on something. I was told by my manager that he could see me working in a big corner office some day with all the extra work I put in to help my teammates, but I felt that there was never any effort put in to attempt to advance that vision that was being sold to me aside from the additional training modules and resources that I would read in the very limited spare time I had.

On the surface, the workplace culture that was promoted within the company was decent. There was an obvious rift between management and the employees. The employees that were on the same level all got along well. There was significant turnaround in the time I worked there. It was like a revolving door for the new employees and 90% of people or greater were gone within a few months.

The hardest part of this job was telling the customer that they had to wait to have something resolved for them. By knowing the financial history of who was calling in, you could almost always tell that they REALLY needed the situation resolved or it could mean dire straits for them. This rang especially true when you know that the situation wouldn't be resolved for up to 10 business days and you also know that it will eventually be approved. It was frustrating having no recourse and no ability to make certain things happen faster if you knew that someone really needed their money back.

The most enjoyable part of the job was the rare circumstance when someone called in, worried about their account or angry about something or a previous call and after looking into everything, being able to fix it right on the phone call. The reactions of some people that you're able to help are priceless.

This was absolutely one of the worst jobs I ever had in my entire life.  Although everyone seemed nice at first there were only a few that were truly enjoyable people.  As a whole the job consisted of a lack of direction, two face coworkers, and being talked about behind your back. It made for a miserable and uncomfortable day where I would often drive home in tears, and wake up dreading my day. Since US Bank requires that their employees work partial Saturdays I was usually left with one day to recover or a day and a half at most.  This was never enough time before I had to return.  The pay was to be expected for the posted position, but applicants should be wary that the expectations grow shortly thereafter while the pay does not. I was expected to be the vault teller after only a few short months of working there because their turnover rate was very high, and they were left with no choice. When I requested to decline the responsibility of being accountable for 100,000 dollars as I didn't feel I was qualified, nor paid enough at that point to take it on I was met with a "too bad so sad do it or else" attitude.  The benefits were not terrible, but the job atmosphere was equivalent to what you would expect in the lunchroom in Junior high.  My initial training consisted of hours upon hours of endless computer training that was altogether confusing.  When I attempted to look for direction the common response was "Um, I am not really sure? You'll figure it out as you go."  Well if that is the case why am I even bothering with the CBT's at all? When I was finally finished with the computer training I spent another two weeks "shadowing" because management was poorly organized. I did not have a money drawer to train out of, and they did not have the necessary codes ready for me to perform my job.  Shadowing consisted of me standing behind a few other tellers while they ignored me, chatted to each other via an internal chat system, and brushed past me to perform their daily duties.  They were overworked, under staffed, and I was poorly trained in.  When I did finally get the hang of things my mistakes were met with several "private" and altogether obvious "performance coachings" that were humiliating.  During these "constructive coachings" I sought guidance for both my performance, as well as the job atmosphere from my "manager" or lack there of.  This only resulted in an answer that was altogether worthless, "Well you're the new kid on the block, and soon there will be another new kid.  You just have to stick it out for now, and be careful not to push any buttons." The pay was not nearly worth the experience, and it led to me finally seeking new employment after five months of misery.  I quit, but as a professional courtesy to my managers who were unhelpful, but kind I did provide them a two weeks notice, and finished out my "sentence."  Overall I would say RUN unless you're desperate RUN from this application as fast and as far as you can.

I worked in one of the call centers for US Bank for only 3 months before I had enough and quit. I had worked in a banking call center environment previous to my employment with US Bank and was familiar with the general job duties. First off, I believe that if you want to work in a call center and not hate your job, you need to have a certain personality. You have to really enjoy helping people (even if they are being incredibly rude and/or difficult), have a ton of patients, and be able to multitask well. A banking call center adds another layer because you are dealing with peoples money. Even if you posses those qualities and enjoy a call center environment, I still would never recommend working for this company. My biggest issue is management. When you first get out of training they put you on a team for new hires where you are supposed to have additional support. I was constantly trying to flag a supervisor down to answer questions, then the customer would get upset that they were kept on hold for so long. I would also get multiple different answers from different people. Customers randomly get the chance to take surveys about their experience calling in. Management claim to be more focused on your behaviors and how they positively or negatively affect your surveys rather then the actual numbers but I found that to be not true. I got spoken to, by my supervisor, repeatedly about my time on calls being to long. I was going above and beyond to actually help the customer rather then just transferring them to a different department (which I found is what most of my coworkers did). Even though 98% of my surveys were 10’s(highest score) and received great comments from customers, that was never commented on by my manager, only the things I wasn’t doing “good enough” were brought up to me. 
The schedule is very inflexible. The shift you are on when hired will be your shift for at least a year. It’s not a normal 9-5 either, they schedule people coming in every 15 minutes, for example: 9:15am-5:45pm or 10:45am-7:15pm. You get a half our lunch and two 15 minute breaks. I didn’t not use any of the health benefits while I was employed there so I can’t speak of how good/bad they are. They do offer health, dental, vision, life insurance and 401K. The pay is pretty standard, I believe, for a call center environment. Unfortunately for me it wasn’t really enough as a single parent to comfortably live on. 
In general, for me and in my opinion, it was a stressful and unpleasant place to work. The conversations I had with other employees were mostly them complaining about customers and warning me about certain people (management). It’s a very fast paced environment and you have to be saintly to deal with some of the people that call in.

A typical day working with credit card collections at US Bank is being yelled at by upset customers for their financial ignorance, management repeating the same spiel about maximizing unreachable dollars per hour goals while staying compliant, pushing calls until we're exhausted to see if we collect more money, asking if customers can make payments way more than we need to, and following our core values....LOL that that last one is not happening.
Management only cares about us reaching the goals for the company over helping the customer solve their problem. So if we spend more time with a customer on the phone, we get corrected on not making enough calls during the monthly one on one with your direct manager. Either make more calls or choose customer service, you can't have both. We are constantly monitored about where we go and what we do during our scheduled work day and harped on when we don't follow the set times. I was told by a manager I should be passionate about collections if I wanted to actually do well in this job. No managers actually care about advancing our career besides moving us to later stages to collect larger past due amounts.
Management also decided to switch from strictly business accounts over to a mixture of business and consumer accounts which messed up the metrics for the past year. They compare last year's all business collections to this year's consumer and business collections and make up goals that way. YOU CANNOT ESTIMATE AND COMPARE THE TWO GOALS.
They try to keep us happy by giving us incentive when we do actually hit goals, give congratulation cards like we are in elementary school for doing a good job, make up theme days and holidays to try to get participation when all we are here to do is ask people to pay their bills.
Don't get me started on the system that we use to try to get customers to make payments. It's always breaking down, slow, or freezing random moments of the day. Computers are ancient and are the same ones used in elementary school.

So pretty much this is a job that will put your mind and emotions to the test. The base pay is below the state living wage so that's not good for anyone to live on and you can ask for more but they won't give it to you. Annual raises are like $0.30/hour which is terrible for the turmoil we go through every day. Collections is terrible wherever you go and is mainly money and goal driven. If you're are driven by money then go ahead and apply. If you would rather learn skills, find something else to do.

Top Job Titles	Average Salary
Relationship banker 43 salaries reported	$24.51 per hour
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Customer service representative 8 salaries reported	$19.25 per hour
Business manager 27 salaries reported	$109,241 per year

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