High Risk Complaints Oversight Manager

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

The High Risk Complaints Oversight Manager is responsible for leading a high performing team that conducts secondary reviews of customer complaints, identifies compliance and operational risks, and ensures the Bank responds in a timely, accurate, and regulatory compliant manner. This leader will play a pivotal role in risk tiering complaints and enhancing review efficiency using. Exceptional verbal and written communication skills are essential.

In addition to technical and regulatory expertise, the successful candidate demonstrates leadership rooted in curiosity, thoughtful judgment, and a strong focus on delivering customer centered results.

Essential Functions

• Lead, coach, and develop a complaints secondary review team focused on high risk and regulatory agency complaints.
  • Leads with curiosity and a continuous improvement mindset, actively exploring ways to enhance processes, tools, and team skills.
  • Demonstrates sound judgment in high risk or ambiguous situations, balancing regulatory expectations, risk management, and customer impact.
  • Champions a customer centric approach, ensuring complaint handling decisions prioritize fair, timely, and transparent outcomes that support customer satisfaction.
  • Encourages innovation, including responsible use of AI to improve consistency, risk detection, and operational efficiency.
  • Fosters a collaborative, inclusive team culture, modeling accountability, respectful challenge, and high ethical standards.

• Partner effectively with Business Line Complaint Teams to mitigate risk and ensure timely, compliant resolutions.
• Provide feedback on escalated complaints to enhance risk management, customer satisfaction and overall customer outcomes.
• Conduct secondary reviews and deliver high quality feedback to team members and business line reviewers.
• Identify risk mitigation opportunities arising from customer complaints.
• Summarize and communicate key risks and initiatives both verbally and in written reporting to leadership and risk partners.
• Escalate significant control, compliance, or regulatory issues in accordance with established protocols.
• Develop and deliver training, communication, and guidance on new or updated policies, processes, and regulatory expectations.
• Document, maintain, and periodically review team procedures to ensure accuracy and compliance.
• Assist with implementing and operationalizing AI and agentic AI tools to:
  • Identify risk indicators and regulatory triggers within complaint narratives using approved AI tools and prompts, with required human in the loop validation for all higher risk tiers and any potential regulatory concerns.
  • Assign risk tiers to complaints to determine the appropriate level of review using AI assisted triage, with human adjudication on exceptions and escalations.
  • Improve speed, accuracy, and consistency of complaint workflow.

Basic Qualifications
- Bachelor's degree, or equivalent work experience
- Typically more than eight years of applicable experience

Preferred Skills/Experience

- Experience reviewing and responding to customer complaints.

- Proven ability to manage team workload and reprioritize in a fast‑paced, deadline‑driven environment.

- Ability to leverage innovative thinking and streamline processes for efficiency and effectiveness.

- Experience in risk identification, and issue escalation.

- Strong proficiency with Microsoft Office applications and AI‑enabled tools such as Microsoft Copilot.

- Certified Regulatory Compliance Manager (CRCM) or comparable certification preferred but equivalent experience considered.

Location expectations 
This role requires working from a U.S. Bank location three (3) or more days per week.

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.

Be