Senior Operations Processor for EFO Complaints

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

U.S. Bank is expanding its EFO Complaint team to strengthen the timely and accurate resolution of customer concerns. In this role, you will oversee complaint intake, conduct initial assessments, and maintain detailed documentation to ensure adherence to regulatory and compliance requirements.

This role has a working schedule of 8am-5pm Monday-Friday and requires working from the U.S. Bank location three (3) or more days per week.

Responsibilities:
- Daily a report is pulled and reviews System of record notes looking for complaints that may need to be reviewed
- Enter and validate complaint data by completing Intake forms
- Conduct initial review of complaint submissions for completeness and accuracy.
- Collaborate with internal teams to ensure smooth hand off for resolution.
- Accomplishes tasks within designated time frame per complaint policy
- Assist with owning a complaint case from intake to resolution if needed to meet the SLA guideline
- Interpret policies and approvals in ambiguous scenarios; document decisions clearly.
- Maintain audit ready records and ensure compliance standards.
- Collaborate with Operations, Compliance, and Risk teams to resolve issues.
- Identify trends and recommend process improvements.
 
Basic Qualifications
- High school diploma or equivalent
- Five to seven years or more of operations services related work experience
 
 Preferred Skills/Experience

- One to two years of experience in leasing or other financial operations activities
- Confidence in decision making and explaining rationale.
- Strong organization and time management skills.
-  Exceptional attention to detail and documentation accuracy.
-  Confidence in decision making and explaining rationale.
- Effective verbal and written communication skills
-  Experience in complaints handling, compliance, or operations preferred.
- Proven commitment to high quality customer service
- Ability to work with multiple functional areas to solve documentation needs
- Ability to work well with external and internal customers
- Good time management skills to maximize production and execution of tasks in a fast-paced
environment

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:

• 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

Review our full benefits available by employment status here.

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

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 verifi