Hybrid Complaints Operations Manager – Mortgage

at U.S. Bank

• Job title: Complaints Operations Manager – Mortgage
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $81,600 - $96,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Owensboro, United States

About the role

• Operations Manager coordinating operational activities for Mortgage/Consumer Servicing complaints at U.S. Bank. Leading teams while ensuring compliance with corporate policies and effectiveness for internal and external customers.

Responsibilities

• 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

Requirements

• 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 ie.. 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

Benefits

• 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