U.S. Bank CCB Issue Management and Customer Remediation Coordinator - Mpls Charlotte or Telecommute US in Colorado
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.
U.S. Bank’s Corporate and Commercial Banking (CCB) business line offers lending, equipment financing, leasing, depository services, capital markets, and international trade services to middle market commercial, large corporate, institutional, and public-sector clients. Corporate and Commercial Banking Risk Management (CCBRM) is led by the Business Line Chief Risk Officer and works with the business to help identify, control and monitor the risks inherent to its business activities.
The Issue Management/Customer Remediation RCA Professional is responsible for working closely with key stakeholders in the business line, within CCBRM and throughout the enterprise to effectively execute the Issue Management and Customer Remediation programs across CCB.
Responsible for ensuring all corrective actions (including customer remediation) is executed properly in accordance with the Enterprise Issues Management and Customer Remediation Policies for all assigned issues. (Note: All evidence must be retained and captured as part of issue closure.)
Independently validate issue resolution plans created by the business to ensure they adequately address the root cause of the issue and evaluate whether corrective actions are sustainable.
Conduct an independent and detailed review of evidence provided by the business to support the closure and remediation of assigned issues.
Provide credible challenge of evidence (including data extractions) and provide business line partners and Senior Management with accurate information supporting that assigned issues have been appropriately resolved prior to issue closure.
Independently execute validation of the remediation data (ensure correct customers received the correct remediation and dollar amount of monetary remediation) and other supporting information to ensure the customer remediation is executed properly and in accordance with the Customer Remediation Policy. (Note: This may require learning how to navigate a business system/application.)
Responsible for writing detailed memos for assigned issues that clearly articulate the corrective actions taken by the business to address the root cause and the results of CCB Issue Management validation and sustainability testing can be easily followed and clearly understood to a reader.
Ensure accurate and timely updates of ARCHER/CIT fields (including customer remediation specific fields) for all assigned issues based on policy and program requirements. Note: Enterprise/Senior Business Line reporting comes from ARCHER/CIT data fields.
Work closely with CCBRM Product Risk Officers and business line partners to address matters of concern and ensure issues are probably remediated in a timely manner.
Assist business line groups and Product Risk Officers in vetting operational risk events as they are reported to determine if they meet applicability to Enterprise Issues Management Policy and/or Customer Remediation Policy based on established policy and program timeframes.
Provide guidance and direction to others within CCBRM and the business line on Issues Management and Customer Remediation Policy and Program requirements, as necessary.
Ensure timely monitoring and tracking of assigned issues in order to meet established issue closure date. (Note: Issues cannot be extended once opened unless for specific cause and approved by Senior Managers).
Proactively manage milestone target dates in order to drive closure of issues and escalate quickly if milestones are at risk (includes both business and CCBRM Issues Management owned milestones).
Provide weekly and monthly written updates regrading status of assigned issues as requested for established reporting routines, often shared with senior business line leaders.
Update CCBRM Issue Management Desktop Guides or Procedures to incorporate any changes as a result of program enhancements or Enterprise Policy changes.
Bachelor's degree, or equivalent work experience
Seven to ten years of applicable experience
7+ years' experience in Risk Management or applicable line of business (e.g., compliance, testing and monitoring, or audit), preferably in financial services or similar industry
Working knowledge of applicable laws, regulations, financial services, and regulatory trends that impact Corporate and Commercial Banking Business Units.
Must have thorough understanding of Enterprise Issue Management and Customer Remediation Policies and Program requirements or the ability to read policies and grasp requirements relatively quickly.
Must have the ability to work in a dynamic environment and manage multiple assignments, requests/emails, tasks, projects and deadlines simultaneously often within compressed timeframes
Must be self-motivated, willing to take on initiative, and capable of working independently (e.g. the ability to conduct research and seek answers with limited management intervention).
Must have strong analytic, logical reasoning, problem-solving, and critical thinking skills.
Must possess strong communication and collaboration skills in order to work effectively across multiple teams.
Must possess strong administrative and interpersonal skills, including verbal and written communication skills, as well as sound business judgment with the ability to make decisions in conflicting situations.
Must have strong attention to detail and focus on accuracy.
Must have demonstrated and proven ability to manage time effectively and independently prioritize work both individually and as part of a team.
Proven ability to not only identify and escalate concerns quickly and effectively but also propose a solution.
Ability to think strategically and implement change initiatives as it relates to the CCB Issue Management and Customer Remediation programs.
Knowledge of products and services offered by the Corporate and Commercial Banking business line.
Ability to interact effectively directly or indirectly with staff at multiple levels in the organization, from the lowest level in the business line to the BL CRO level.
Experience with Tableau Reporting, SAS Enterprise Guide, Visual Basic, or SQL.
Primary Location- 200 S 6th St. Minneapolis
Secondary Location- 214 N Tryon St. Charlotte
Remote: For the right candidate
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 usbank.com/careers (https://www.usbank.com/careers/index.html) .
EEO is the Law
Applicants 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.
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 verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program (https://www.usbank.com/careers/verification-of-eligibility-for-employment.html) .
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: $92,735.00 - $109,100.00 - $120,010.00
Our 74,000 employees work across departments to help our millions of retail, business, wealth management, payment, commercial and corporate, and investment services customers across the country and around the world turn their dreams into reality. Our employees are empowered to create change and drive our future, and we pride ourselves on diligently and ethically upholding U.S. Bank’s best-in-class financial record and legacy of more than 150 years in banking. Most importantly, we put people first, cultivating and treasuring meaningful relationships with the customers we serve, the colleagues we support and the communities where we live and work.