Customer Remediation Assurance, Specialist

U.S. Bank • Minneapolis, MN

17d • Onsite

About The Position

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 NOTE: This position is not eligible for current or future visa sponsorship. The Customer Remediation Quality Assurance (CR QA) 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 Specialist will 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.

Requirements

• Bachelor's degree, or equivalent work experience
• Typically more than six years of applicable experience

Nice To Haves

• 3–7 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.
• 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.
• 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

Responsibilities

• 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.
• 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.
• 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.
• Validate execution of non‑monetary components, including: Credit bureau reporting corrections Reward points Product‑specific corrections outside of refund activity
• 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.
• 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.
• 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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level