Onboarding Contact Center Leader

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

We are currently seeking an Onboarding Contact Center Leader with our Loan, Line and Lease team. This Onboarding Contact Center will be responsible for leading and managing the internal Business Line Quality Assurance Monitoring Team, ensuring adherence to policies and procedures.

Additional Responsibilities:

• Leading team member readiness, onboarding and vendor relationship.
• Oversee team member readiness through effective onboarding, training, refresher courses, and curriculum development.
• Provide monthly business review content and deliver presentations, potentially to executive-level leadership.
• Collaborate with key business partners including closed loop, voice of customer, digital services studio, enterprise training, etc.
• Cultivate strong relationships both within the team and across departments to facilitate smooth operations.
• Conduct audits and implement control measures to ensure compliance and quality standards are met.
• Makes business decisions and supports the implementation and administration of the policies and procedures for the assigned area/areas to ensure compliance with various regulator, investor, government and corporate expectations and requirements.
• collaborates with support department employees, supervisors and managers on matters regarding departmental process and procedures to improve efficiency and enhance delivery of service to internal partners, customers, regulators, investors and other constituents.
• Plans, develops, implements and executes business plans for assigned area(s) of responsibility.

BASIC QUALIFICATIONS

• Bachelor’s degree, or equivalent work experience
• Eight to nine years of business-related experience and three to four years of managerial experience

PREFERRED SKILLS/EXPERIENCE

• Thorough understanding of all aspects of mortgage lending, servicing or operational policies and practices
• Strong analytical and decision-making skills
• Good organizational and project management skills
• Effective interpersonal, verbal and written communication skills
• Well-developed knowledge of human resources functions
• Effective supervisory and management skills
• Ability to prioritize and manage multiple tasks/projects and deadlines simultaneously

Additional Responsibilities:

• Leading team member readiness, onboarding and vendor relationship.
• Oversee team member readiness through effective onboarding, training, refresher courses, and curriculum development.
• Provide monthly business review content and deliver presentations, potentially to executive-level leadership.
• Collaborate with key business partners including closed loop, voice of customer, digital services studio, enterprise training, etc.
• Cultivate strong relationships both within the team and across departments to facilitate smooth operations.
• Conduct audits and implement control measures to ensure compliance and quality standards are met.
• Makes business decisions and supports the implementation and administration of the policies and procedures for the assigned area/areas to ensure compliance with various regulator, investor, government and corporate expectations and requirements.
• collaborates with support department employees, supervisors and managers on matters regarding departmental process and procedures to improve efficiency and enhance delivery of service to internal partners, customers, regulators, investors and other constituents.
• Plans, develops, implements and executes business plans for assigned area(s) of responsibility

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 (some may vary based on role, location or hours):

• 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