U.S. Bank Customer Advocacy/Complaint Manager in OWENSBORO, Kentucky

Directs research, investigation and analysis of customer complaints. Facilitates calls and escalations between Business Line Management, Compliance, and Legal to determine remediation for complex issues. Recognizes bank and regulatory risk and works to mitigate bank exposure while balancing doing the right thing for customers. Identify complaint trends and take appropriate action.

Makes business decisions and supports the enhancement, implementation and administration of the policies and procedures for the Customer Advocacy Department to ensure compliance with various regulator, investor, government and corporate expectations and requirements. Partner with Enterprise Complaint Management, CBSS Quality Assurance, Quality Management and other internal departments to ensure complaints are handled in compliance with policy and regulatory requirements.

Monitor key risk and production indicators to ensure complaints are responded to within established service level agreements. Facilitate sensitive calls with customers as needed.

Manages and works with support department employees, supervisors and managers in matters regarding departmental process and procedures to improve efficiency and enhance delivery of service to internal peers, 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 experience in mortgage servicing or operations activities

  • Four to five years of managerial experience

Preferred Skills/Experience

  • Basic understanding of all aspects of Default Management loan workout and loan servicing support functions along with the associated operational policies and practices

  • Strong analytical and decision-making skills

  • Good organizational and project management skills

  • Excellent interpersonal, verbal and written communication skills

  • Well-developed knowledge of human resources functions

  • Strong supervisory and management skills

  • Ability to manage multiple tasks/projects and deadlines simultaneously

Job: Collections

Primary Location: Kentucky-KY-Owensboro

Shift: 1st - Daytime

Average Hours Per Week: 40

Requisition ID: 180018027

U.S. Bank is an Equal Opportunity Employer committed to creating a diverse workforce.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled