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 DescriptionNOTE: This position is not eligible for current or future visa sponsorship.

The Customer Remediation Quality Assurance (CR QA) Senior Specialist is responsible for performing independent, post‑execution oversight of customer remediation events to confirm that refunds, adjustments, and customer notifications were executed accurately and in accordance with approved remediation requirements, stakeholder approvals, and U.S. Bank Customer Remediation Standards.

The CR QA Lead Data Specialist will bridge daily operations with high-level strategy, focusing on mentorship, performance and collaboration. The CR QA Senior Specialist will also evaluate refund execution, documentation, approval evidence, and non‑monetary remediation components, ensuring accuracy, completeness, and adherence to regulatory expectations. This position supports a strong risk‑management posture through transparent validation, consistent methodologies, and detailed work‑paper documentation.

Key Responsibilities:

Post‑Execution Activities

• Perform independent verification of refund execution, including reconciliation between pre‑execution harm calculations and executed refund amounts.

• Confirm that monetary refunds were issued correctly using validated sources (e.g., statements, screenshots, system records).

• Validate that check refunds match approved harmed spreadsheets and were sent to the correct addresses.

• Validate that credit refunds posted to customer accounts accurately.

• Reconcile Business Line refund populations to ensure all customers who should have been refunded were included.

Customer Notification

• Confirm letters were generated and issued to all required customers.

• Validate that mail file counts match expected totals.

• Review address accuracy and confirm notifications align with system records and approved templates.

Approval & Governance Validation

• Verify required approvals were obtained prior to execution (e.g., BL CRO, CCO, Bank CRO where applicable).

• Ensure supporting documentation for approvals is complete, accurate, and tied to the approved remediation plan.

Non‑Monetary Remediation Validation

• Validate execution of non‑monetary components, including:

Credit bureau reporting corrections

• Reward points

• Product‑specific corrections outside of refund activity

Data Integrity & Documentation

• Validate completeness of refund datasets provided by the Business Line.

• Ensure documentation clearly supports all validation conclusions and meets audit‑ready standards.

• Maintain detailed workpapers and upload results to Archer/CRID.

Risk Identification & Escalation

• Identify post‑execution defects, variances, missed customers, incorrect refunds, or documentation gaps.

• Partner with the Business Line on corrections while maintaining independence.

• Escalate material defects per policy.

Collaboration & Communication

• Participate in kick‑off sessions with Business Line teams to receive execution files, approval artifacts, and process walkthroughs.

• Communicate findings clearly through written reports, verbal presentations, and status updates.

• Provide credible challenges to Business Line logic, data, and documentation.

Basic Qualifications

• Bachelor's degree, or equivalent work experience

- Typically more than eight years of applicable experience

Preferred Skills/Experience

• 5+ years of experience in any of the following:

Compliance

• Risk management

• Audit

• Data analysis

• Banking operations

• Customer remediation programs

• Strong analytical and critical‑thinking skills.

• Experience reading SQL, Python, SAS, or equivalent data extraction logic (review‑level only — not coding).

• Familiarity with harm calculations, waterfall methodologies, exclusion logic, and remediation frameworks.

• Experience validating operational or financial transactions.

• Strong documentation, organization, and workpaper management skills.

• Excellent interpersonal, written, and verbal communication skills.

• Ability to manage multiple concurrent remediation reviews and meet strict timelines.

• Considerable knowledge of applicable laws, regulations, financial services, and regulatory trends that impact their assigned line of business.

• Considerable understanding of the business line’s operations, products/services, systems, and associated risks/controls.

• Considerable knowledge of Risk/Compliance/Audit Competencies.

• Proficient computer navigation skills using a variety of software packages, including Microsoft Office applications and word processing, spreadsheets, databases, and presentations.

Competencies

• Independent mindset with strong judgment

• Attention to detail

• Process discipline and consistency

• Ability to challenge constructively

• Risk‑based decision‑making

• Strong collaboration while maintaining independence

LOCATION EXPECTATIONS: This role requires working from a U.S. Bank Location three (3) or more days per week.

NOTE: This position is not eligible for current or future visa sponsorship.

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:

• 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

Review our full benefits available by employment status here.

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: $119,765.00 - $140,900.00

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.