Customer Remediation Assurance, Senior Specialist

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

NOTE: This position is not eligible for current or future visa sponsorship.

The Customer Remediation Quality Assurance (CR QA) Senior Specialist is responsible for performing independent, post‑execution oversight of customer remediation events to confirm that refunds, adjustments, and customer notifications were executed accurately and in accordance with approved remediation requirements, stakeholder approvals, and U.S. Bank Customer Remediation Standards.

The CR QA Lead Data Specialist will bridge daily operations with high-level strategy, focusing on mentorship, performance and collaboration.  The CR QA Senior Specialist will also evaluate refund execution, documentation, approval evidence, and non‑monetary remediation components, ensuring accuracy, completeness, and adherence to regulatory expectations. This position supports a strong risk‑management posture through transparent validation, consistent methodologies, and detailed work‑paper documentation. 

Key Responsibilities:

Post‑Execution Activities

• Perform independent verification of refund execution, including reconciliation between pre‑execution harm calculations and executed refund amounts.

• Confirm that monetary refunds were issued correctly using validated sources (e.g., statements, screenshots, system records).

• Validate that check refunds match approved harmed spreadsheets and were sent to the correct addresses.

• Validate that credit refunds posted to customer accounts accurately.

• Reconcile Business Line refund populations to ensure all customers who should have been refunded were included.

Customer Notification

• Confirm letters were generated and issued to all required customers.

• Validate that mail file counts match expected totals.

• Review address accuracy and confirm notifications align with system records and approved templates.

Approval & Governance Validation

• Verify required approvals were obtained prior to execution (e.g., BL CRO, CCO, Bank CRO where applicable).

• Ensure supporting documentation for approvals is complete, accurate, and tied to the approved remediation plan.

Non‑Monetary Remediation Validation

• Validate execution of non‑monetary components, including:

  • Credit bureau reporting corrections

  • Reward points

  • Product‑specific corrections outside of refund activity

Data Integrity & Documentation

• Validate completeness of refund datasets provided by the Business Line.

• Ensure documentation clearly supports all validation conclusions and meets audit‑ready standards.

• Maintain detailed workpapers and upload results to Archer/CRID.

Risk Identification & Escalation

• Identify post‑execution defects, variances, missed customers, incorrect refunds, or documentation gaps.

• Partner with the Business Line on corrections while maintaining independence.

• Escalate material defects per policy.

Collaboration & Communication

• Participate in kick‑off sessions with Business Line teams to receive execution files, approval artifacts, and process walkthroughs.

• Communicate findings clearly through written reports, verbal presentations, and status updates.

• Provide credible challenges to Business Line logic, data, and documentation.

Basic Qualifications

- Bachelor's degree, or equivalent work experience

- Typically more than eight years of applicable experience

Preferred Skills/Experience

• 5+ years of experience in any of the following:

  • Compliance

  • Risk management

  • Audit

  • Data analysis

  • Banking operations

  • Customer remediation programs

• Strong analytical and critical‑thinking skills.

• Experience reading SQL, Python, SAS, or equivalent