Enterprise Complaints Analyst

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.

Job Description

We are currently seeking a highly motivated and details Compliant Analyst. This The ECCA Complaint Analyst plays a critical role in supporting the operational integrity and compliance of the Enterprise Complaint Compliance & Assurance (ECCA) function. This position is responsible for onboarding new ECCA staff, executing audit deliverables, reviewing and maintaining complaint-related controls, and ensuring alignment with internal policies and regulatory expectations.

Key responsibilities:

• The analyst will serve as a key liaison between ECCA leadership and team members, ensuring clear communication and consistent application of complaint-handling procedures.

• Analyze customer complaints and feedback to identify key trends and root causes.

• Consolidate data from multiple sources to develop clear, actionable insights.

• Support or lead projects aimed at improving customer satisfaction and reducing complaints.

• Collaborate with internal and external stakeholders to ensure timely and effective project execution.

• Present findings and recommendations to leadership to drive strategic decision-making.

• Facilitate and lead meetings or calls with cross-functional teams, ensuring accountability and follow-through.

• Understand and support ongoing initiatives within the assigned business lines.

• Stay current with industry best practices, regulatory requirements, and emerging trends.

• Engage confidently with stakeholders at all levels, including senior leadership, with professionalism and candor.

Basic Qualifications

• High school diploma or equivalent

• Typically five or more years of experience in quality analysis and measurement activities

Preferred Skills/Experience

• Extensive knowledge and understanding of the products and services applicable to the assigned areas of onboarding, auditing, and controls

• Advanced knowledge of the productivity and accuracy standards of the assigned areas of onboarding, auditing, and controls

• Effective verbal and written communications skills

• Highly collaborative, detailed oriented and data driven

• Excellent time management, organizational skills

• Work independently and very adaptive/flexible

• Proficient computer navigation skills using a variety of software packages including Microsoft Office applications such as Outlook, Excel, Teams and Copilot

This role is hybrid. Team members who are in a hybrid role typically spend three days a week at the one of the listed U.S. Bank location(s) on this posting, while having flexibility on their work location for the other working days.

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.

Benefits: 

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):

• 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

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.

E-Verify

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.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $62,050.00 - $73,000.00

U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.

Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

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