Senior Operations Processor For Complaints

Equipment Finance Complaint Team Member

U.S. Bank is expanding its Equipment Finance Complaint team to strengthen the timely and accurate resolution of customer concerns. In this role, you will oversee complaint intake, conduct initial assessments, and maintain detailed documentation to ensure adherence to regulatory and compliance requirements.

This role has a working schedule of 8am-5pm Monday-Friday and requires working from the U.S. Bank location three (3) or more days per week.

Responsibilities:

• Daily a report is pulled and reviews System of record notes looking for complaints that may need to be reviewed
• Enter and validate complaint data by completing Intake forms
• Conduct initial review of complaint submissions for completeness and accuracy.
• Collaborate with internal teams to ensure smooth hand off for resolution.
• Accomplishes tasks within designated time frame per complaint policy
• Assist with owning a complaint case from intake to resolution if needed to meet the SLA guideline
• Interpret policies and approvals in ambiguous scenarios; document decisions clearly.
• Maintain audit ready records and ensure compliance standards.
• Collaborate with Operations, Compliance, and Risk teams to resolve issues.
• Identify trends and recommend process improvements.

Basic Qualifications

• High school diploma or equivalent
• Five to seven years or more of operations services related work experience

Preferred Skills/Experience

• One to two years of experience in leasing or other financial operations activities
• Confidence in decision making and explaining rationale.
• Strong organization and time management skills.
• Exceptional attention to detail and documentation accuracy.
• Effective verbal and written communication skills
• Experience in complaints handling, compliance, or operations preferred.
• Proven commitment to high quality customer service.
• Ability to work with multiple functional areas to solve documentation needs.
• Ability to work well with external and internal customers.
• Good time management skills to maximize production and execution of tasks in a fast-paced environment

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.