Complaints Operations Manager- Mortgage

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.

Directly and through staff, manages and coordinates the operational activities for Mortgage/Consumer Servicing complaints. Ensures quality service and effective operations support for all assigned internal and external customers. Leads high performance teams of both entry level and skilled professionals by setting goals, providing ongoing feedback, measuring progress while recognizing success and building accountability with employees. Oversees adherence to corporate policies and procedures and ensures compliance with applicable laws and regulations within area of responsibility.

Participates in the review and improvement of operational systems and procedures relevant to assigned units.

• Bachelor’s degree, or equivalent work experience
• Typically five or more years of relevant experience

• Thorough knowledge of operational functions, systems, procedures, various products and/or services supported (e.g., Mortgage or Consumer Servicing)
• Understanding of applicable Federal and State laws and regulations
• Thorough knowledge of applicable products, programs, financial analysis and related documentation as applicable
• Good organizational, managerial and project management skills
• Well-developed customer relations skills
• Excellent interpersonal and verbal and written communication skills
• Excellent supervisory and management skills
• Ability to manage multiple tasks
• Ability to lead and motivate a mid-size team in a stressful setting

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. This position requires 3 days a week in one of the following locations:
Tamarack Rd, KY;
Fargo, ND;
Tempe, AZ or St. Paul, MN. Schedule is M-F 8am to 5pm.

• 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 law

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.

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.

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

Pay Range: $81,600.00 - $96,000.00

Posting may be closed earlier due to high volume of applicants.