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At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.Job DescriptionThe Customer Service Center supports all U.S. Bank customers’ retail products and credit card along with pre-paid card servicing needs and dozens of cobrand partners and correspondent banks under the Elan brand. CSC supports over 3 million live agent interactions per month, supporting the Bank’s purpose of “powering human potential”. In this role you’ll play a critical role in helping us achieve our objectives and 3 key pillars – creating engaged employees, increasing customer satisfaction and continually improving our internal processes.The role manages 3 distinct but related teams for the execution of risk management support in CSC, Quality Assurance, and 3rd Party Call Center Vendor governance. The leader of these functions must have solid managerial skills, excellent communication and follow up, the ability to see integrative opportunities among these related but separate functions. The sub roles have these parameters:Risk management role - Supports the active management of identification and mitigation of internal control gaps, support of audits and reviews and tracking of actions to close gaps. Ensures compliance to existing policies and regulations. Develops action plans to address identified gaps. Requires in depth knowledge of call center functions and related resources (training, analytics, risk)Quality Assurance includes the continuous monitoring of interaction quality and consistency in all CSC channels (voice, chat, email). Works with internal CSC resources to direct training and education efforts to increase overall quality and consistency of interactions. Requires in depth knowledge of call center functions and related resources (training, analytics, risk, CXO)Vendor Governance – this role interacts with CSC operations leaders and U.S. Bank 3rd party risk management, Technology and Procurement in the identification, negotiation, set up and ongoing support of 3rd Party call center vendors (multiple). As these outside parties represent the Bank to our customers, this role has close and continuous work with QA and Risk in the contract compliance management. This vendor role manages in a fluid labor market and pricing and sourcing strategies need thorough oversight and an eye to future potential challenges and opportunities. Requires in depth knowledge of call center functions and related resources (training, telephony, analytics, risk)Basic QualificationsBachelor's degree, or equivalent work experience
10 or more years of applicable experience
Preferred Skills/ExperienceAdvanced understanding of the business line's operations, products/services, systems and associated risks/controls
Advanced understanding of applicable laws, regulations, financial services and regulatory trends that impact their assigned line of business
Proven ability to build and manage a team of business risk professionals who have credibility and work directly with business line management
Strong knowledge of business risk competencies
Effective skills in leadership and management of process, projects and people
Well-developed analytical skills
Strong verbal and written communication and interpersonal skills, planning and implementation skills and negotiation skills
Effective skills at managing stressful situations
Proficient computer navigation skills, particularly word processing, spreadsheet, databases and presentations
INDAMIf 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 (https://careers.usbank.com/global/en/disability-accommodations-for-applicants) .Benefits:Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting careers.usbank.com .EEO is the LawApplicants can learn more about the company’s status as an equal opportunity employer by viewing the federal EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) poster.E-VerifyU.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 verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program (https://careers.usbank.com/verification-of-eligibility-for-employment) .Salary range reflected is an estimate of base pay and is for the primary location. Base pay range may vary if an offer is made for work in a different location. Pay Range: $120,870.00 - $142,200.00 - $156,420.00Due to legal requirements, U.S. Bank requires that the successful candidate hired for some positions be fully-vaccinated for COVID-19, absent being granted an accommodation due to a medical condition, pregnancy, or sincerely held religious belief or other legally required exemption. For these positions, as part of the conditional offer of employment, the successful candidate will be asked to provide proof of vaccination or approval for an accommodation or exemption upon hire.U.S. Bank will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.
