Complaint Program Consultant

at  US Bank National Association

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 Complaint Program Consultant (CPC) will report to the Program Governance and Administration team within Enterprise Complaint Oversight. The CPC will be the primary Point of Contact for their assigned LOBs and participate in enterprise-level complaint oversight processes, such as complaint data analysis to identify areas of opportunities and potential Complaint Issues, and provide ongoing program and process support/training for assigned business areas in support of the U.S. Bank Customer Complaint program. The CPC will facilitate Issue Management protocol and remedial action discussions for issues found within Complaint data or the program. They will participate in development discussions involving systems/tools for both action planning and enhanced complaint tracking/case management. The CPC will assist with development and maintenance of program documentation and communications as needed. Finally, the CPC may be involved in a variety of complaint management and other risk and compliance-related projects.

Basic Qualifications

• Bachelor’s degree, or equivalent work experience
• Typically more than six years of applicable experience

Preferred Skills/Experience

• Considerable knowledge of applicable laws, regulations, financial services, and regulatory trends that impact their assigned line of business
• Considerable understanding of the business line’s operations, products/services, systems, and associated risks/controls
• Thorough knowledge of Risk/Compliance/Audit competencies
• Strong analytical, process facilitation and project management skills
• Effective presentation, interpersonal, written and verbal communication skills
• Effective relationship building and negotiation skills
• Proficient computer navigation skills using a variety of software packages, including Microsoft Office applications and word processing, spreadsheets, databases, and presentations
• Applicable professional certifications

The role offers a hybrid/flexible schedule, which means there’s an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.
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.

• 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 la