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 DescriptionPurpose:

Provide primary program management and administration in the areas of unemployment claim processing and offboarding document audits, ensuring timely, accurate, and compliant execution of separation-related actives within a shared services environment.

**Scope:

Manage the end‑to‑end unemployment program, including vendor oversight, claim and service request processing, and implementation of new or revised program components as required under applicable state laws. Ensure timely, accurate, and compliant execution of all unemployment‑related activities within U.S. Bank policy and Legal‑provided guidance, maintain current process documentation, and partner with cross‑functional teams to drive continuous improvement and risk reduction.

**Areas of Responsibility:

Provide subject matter expertise and service continuity for U.S. Bank’s unemployment program, exercising consistent judgment when responding to state claim‑related documents within established deadlines.

Own unemployment program metrics and reporting, including monitoring volumes, timeliness, trends, and risk indicators, and provide insights to HR leadership as needed. Monitor and manage unemployment vendor performance, including service levels, data quality, issue resolution, and escalation of vendor‑related risk.

Provide high‑quality, focused customer service and resolution for unemployment‑related inquiries and escalations from internal HR teams, managers, vendors and state unemployment officials.

Serve as the primary escalation point and key contact for vendors, managers, HR staff, and Centers of Excellence (COEs) on complex unemployment matters

Develop, review, and maintain unemployment‑related policies and procedures in alignment with Legal and regulatory guidance to support compliance with federal and state requirements.

Continually utilize the vendor case management tool to review and process unemployment‑related work as it is received throughout the day.

Assist in the investigation of inquiries and concerns with respect to complex unemployment issue resolution. Help resolve special problems unique to the unemployment situations in an effective and proactive manner.

Exercise judgment in reviewing and categorizing exit survey responses, escalating situations as appropriate based on content and risk.

Review and validate processes, internal operating procedures, and work instructions using data and performance insights, and recommend and implement improvement opportunities.

Recommend and implement enhancements to all applicable applications utilized to increase efficiency and enhance the end-user experience.

Maintain awareness of company policies, procedures, and applicable regulations, raising questions when guidance appears outdated or unclear and partnering with appropriate stakeholders.

Handle highly sensitive company and personal information with the highest degree of confidentiality, in accordance with U.S. Bank information protection, storage, and usage guidelines, and release information only as permitted under Legal‑provided guidance.

Exercise judgment in reviewing and triaging unemployment‑related correspondence received via U.S. mail and electronic intake, determining appropriate handling, routing, and escalation. Ensure items are appropriately tracked, followed up on, and resolved, to mitigate the risk of missed deadlines or overlooked unemployment obligations.

**Competencies:Stakeholder Focus: Effectively supports internal partners, vendors, and external agencies by understanding needs and delivering appropriate, timely responses.
Clear Communication: Shares information clearly and accurately so others can take action and meet expectations.

Attention to Detail:

Produces accurate, thorough work and carefully manages documentation, data, and deadlines.

Judgment:

Applies sound judgment to assess information, manage risk, and determine appropriate actions in complex situations.

Results Orientation:

Delivers accurate work within established deadlines and service expectations, prioritizing timely completion.

Risk & Compliance Awareness: Operates within policies and regulatory requirements and escalates issues when appropriate.

Ownership:

Maintains end‑to‑end responsibility for assigned work.

Qualifications

• Two years of post-secondary education; bachelor’s degree preferred
• Three or more years of Human Resource and Customer Service experience.
• One or more years of unemployment processing experience
• Demonstrated ability to exercise independent judgment in complex, time‑sensitive, and regulated environments
• Experience working within compliance‑driven processes and applying federal and state requirements
• Strong PC skills with experience with enterprise HR systems and case management tools.
• Established vocabulary of human resources related terminology
• Strong verbal and written communication skills with the ability to engage effectively with internal and external stakeholders
• Excellent interpersonal skills with a customer service approach to problem solving.
• Demonstrated commitment to maintaining the highest level of confidentiality when handling sensitive company and personal information

Location Expectations: This role has an in office expectation of three (3)+ days in the listed U.S. Bank hub.

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: $64,855.00 - $76,300.00

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.