Loan Line and Lease (L3) Contact Center Leader Location Hopkins, MN : 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. We are seeking an experienced and dynamic individual to join our team as the Loan, Line, and Lease Contact Center Leader. The Loan, Line and Lease Contact Center Leader will be responsible for performing (non-default) contact center operations serving Consumer and Business Banking Operations' approximately 1.5 MM Auto Loan, Lease, Home Equity and Personal Loan customers and back-office groups through the compliance process. In this role, you will be responsible for leading a team of 150+ Full-Time professionals, handling over 1.2MM customer calls annually, Additionally, you will collaborate with internal and vendor partners to enhance and streamline the processes associated with Loans, Lines, and Leases within Consumer and Business Banking Operations. An ideal candidate will have strong communication skills and a proven track record of effective leadership, including: managing daily contact center operations, transforming business processes, collaborating across large operations, and improving client experience.
Additional Responsibilities Include :
Provide continuous improvement in Service Level performance, Client Experience, and Cost-to-Serve.
Responsible for Transforming our Client Experience (and cost base) by partnering with other key stakeholders to drive process enhancements, deliver DIY-Digital capabilities, and developing new, more efficient contact center service delivery mechanisms.
Collaborates with key stakeholders, both internally and externally, to drive positive changes and improvements in client experience and cost management.
The L3 Contact Center leader is also responsible for planning, including:
Forecasting - partnering with our Capacity Planning team to develop staffing forecasts that carefully balancing P&L commitments with the need to provide consistently strong client experience.
Daily scheduling - partnering with Workforce Management to ensure daily and intra-day interval-level staffing meets customer demand for services.
Building and maintaining a strong culture that represents U.S. Bank's Core Values, fosters employee development / retention, and reinforces the critical importance of Regulatory and Policy adherence.
Basic Qualifications :
Bachelor's degree, or equivalent work experience
10 or more years of experience in mortgage servicing or operations activities
Five or more years of supervisory/management experience
Basic Qualifications :
Bachelor's degree, or equivalent work experience
10 or more years of experience in mortgage servicing or operations activities
Five or more years of supervisory/management experience
Preferred Skills/Experience :
Proven experience in contact center
Proven leadership experience in managing large teams within the financial services sector.
In-depth knowledge of Loan, Line, and Lease operations with a strong understanding of compliance processes.
Demonstrated ability to manage high call volumes and ensure excellent customer service.
Experience in collaborating with onshore and offshore teams to drive process improvements.
Strong analytical and problem-solving skills with a focus on continuous improvement.
Excellent communication and interpersonal skills to effectively lead and engage a diverse team.
The ability to drive continuous improvement in Service Level performance is crucial.
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
EEO is the Law U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.
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.
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, US Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401k contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $123,165.00 - $144,900.00 - $159,390.00 Job postings typically remain open for approximately 20 days of the posting date listed above, however the job posting may be closed earlier should it be determined the position is no longer required due to business need. Job postings in areas with a high volume of applicants, such as customer service, contact center, and Financial Crimes investigations, remain open for approximately 5 days of the posting listed date.
