About this role.
This Junior Customer Service Representative role at U.S. Bank's subsidiary Elavon involves providing top-notch support to German and Polish-speaking customers via phone, email, and live chat. The position is remote but may require on-site work near U.S. Bank locations. Key responsibilities include handling inbound calls, resolving inquiries, and collaborating with internal teams. The ideal candidate is fluent in German and Polish, has strong communication skills, and thrives in a customer-first environment.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
2/5Pace & Pressure
3/5Autonomy Level
2/5Communication Load
4/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Junior Customer Service Representative with German position at U.S. Bank. With fluency in both German and Polish, as well as a strong passion for delivering exceptional customer support, I am confident in my ability to contribute to your team. My experience in handling customer inquiries across phone, email, and live chat has honed my problem-solving skills and ability to maintain a friendly, professional tone under pressure.
In my previous role, I successfully resolved customer issues while maintaining detailed records and collaborating with cross-functional teams. I am adept at learning new systems quickly and thrive in remote work environments. I am particularly drawn to U.S. Bank's commitment to transparency and inclusion, and I am eager to bring my language skills and customer-first mindset to your organization.
Thank you for considering my application. I look forward to the possibility of discussing how I can support your customers and contribute to the team's success.
Sincerely, [Your Name]
Sample interview questions
I stay calm and listen actively to the customer's concerns without interrupting. I empathize with their situation, apologize for any inconvenience, and assure them that I will do my best to resolve the issue. I then take steps to find a solution, keeping the customer informed throughout the process. If needed, I escalate to a supervisor while ensuring the customer feels heard.
In my previous role, I started using a new CRM system with minimal training. I took the initiative to explore the system, used online tutorials, and practiced with sample cases. I also reached out to colleagues for tips. Within a week, I was proficient and even helped others learn the system.
I assess the urgency and impact of each inquiry. For example, urgent technical issues take precedence over general questions. I use a ticketing system to track all interactions and ensure timely responses. I communicate clearly with customers about expected wait times if there's a delay.
I admire U.S. Bank's emphasis on transparency, inclusion, and employee development. The opportunity to work remotely while utilizing my German and Polish language skills is ideal. I also value the company's commitment to community growth and ethical practices, which align with my personal values.
I would be honest with the customer and tell them I need to research the answer. I would put them on hold briefly or ask for permission to follow up via email. Then I would consult internal resources or a colleague to find the correct information, ensuring the customer gets an accurate and timely response.
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, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive. 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. Try new things, learn new skills and discover what you excel at—all from Day One.
As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other.
We actively uphold transparent and fair hiring practices that support individual opportunity, inclusive culture, and career mobility across all levels of our organisation.
We offer meaningful opportunities for growth, a culture of inclusion, and a strong commitment to transparency and integrity in everything we do.
Job Description
Working Hours: Shift-based (08:00 -16:00 and 09:00 – 17:00 CET)
Languages Required: Fluent in German and Polish
Role Overview:
We are seeking a dedicated and customer-centric Customer Support Specialist with German to join our remote team. In this role, you will be the first point of contact for our customers, providing support across multiple channels including phone, email, and live chat. Your ability to communicate fluently in both German and Polish will be essential in delivering a seamless customer experience.
Key Responsibilities:
- Handle inbound customer calls with professionalism and empathy.
- Respond to customer inquiries via email, ensuring timely and accurate resolutions.
- Provide real-time support through live chat, maintaining a friendly and helpful tone.
- Troubleshoot customer issues and escalate when necessary.
- Maintain detailed records of customer interactions using internal systems.
- Collaborate with other departments to resolve complex customer issues.
- Uphold a customer-first mindset in every interaction.
Requirements:
- Proven experience in customer service or support roles.
- Excellent verbal and written communication skills in German and Polish.
- Ability to work flexible shifts between 08:00 AM and 05:00 PM CET.
- Strong problem-solving skills and attention to detail.
- Comfortable working remotely and independently.
Remote + Hybrid/flexible schedule:
The role is posted as remote; however, candidates who are located near any one of our locations would be required to work on site at least three days per week.
Accessibility
We are committed to providing an inclusive and accessible recruitment experience. If you need adjustments at any stage of the application or hiring process, please contact your recruiter for guidance and support.
Total Rewards
U.S. Bank is committed to fair, equitable, and transparent compensation practices in line with local regulatory and legal requirements. Our total rewards approach is designed to attract, retain, and support top talent while ensuring equal pay for work of equal value.
We offer a market-competitive compensation package that includes:
Clearly defined salary ranges aligned with industry benchmarks and internal equity standards.
Performance-based incentives for eligible employees (as defined by relevant plan rules), awarded through transparent, objective criteria that recognize both individual and company performance.
Inclusive equitable benefits that are accessible to all employees and focused around our 3 main pillars of financial wellbeing, health & wellness).
Continuous development opportunities including training, education support, and career progression pathways based on inclusive and transparent criteria.
Employee recognition programs that celebrate achievements and milestones for all.
We regularly review our compensation and benefits to ensure they remain competitive, inclusive, and responsive to employee needs and market trends. Further details of the compensation package will be provided upon application.
We encourage candidates to explore the full value of our offer, including monetary and non-monetary benefits, at Employee benefits and development | U.S. Bank | Elavon.
Closing Date
Posting may be closed earlier due to high volume of applicants.
We aim to provide timely updates throughout the process and encourage early applications to ensure consideration.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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