Head of Fraud Servicing, QA and Risk

U.S. Bank • Cincinnati, OH

1d • Hybrid

About The Position

The Consumer, Business and Wealth Servicing (CBWS) contact center at U.S. Bank is a consolidated client service organization designed to provide multi-channel, inbound and outbound servicing across consumer, small business, partner card, and wealth clients. CBWS is evolving its contact center model to deliver a more differentiated, relationship-focused servicing experience. As part of this evolution, the organization is consolidating multiple operations into five distinct focus areas designed to provide specialized, high-touch support for complex and high-value client interactions. To support this evolution, CBWS is hiring multiple senior leaders simultaneously to establish a cohesive leadership framework capable of delivering consistent, best-in-class client outcomes. The Head of Fraud Servicing, QA, and Risk provides leadership for specialized contact center teams responsible for fraud servicing as well as quality assurance and risk-related operations teams. This role is accountable for delivering effective, compliant, and client-focused servicing across high-risk interaction types that require strong judgment, escalation management, and end-to-end ownership. The role leads a large, multi‑layer organization and plays a key leadership role in service model evolution, ensuring service continuity, strong client relationships, and consistent outcomes during periods of operational and organizational change. This role is best suited for highly empathetic leaders with experience operating in regulated environments, managing risk-sensitive workflows, and driving consistent servicing outcomes across complex fraud scenarios.

Requirements

• 10 or more years of banking or other relevant experience
• Management experience
• Experience leading contact center operations supporting fraud, disputes, or risk‑sensitive servicing

Nice To Haves

• Stakeholder partnership and influence in risk or compliance‑heavy environments
• Proven ability to lead and develop people at scale
• Contact center leadership experience in a financial services environment
• Leadership of end-to-end fraud servicing or dispute resolution programs
• Experience aligning servicing operations with risk and control frameworks
• Exposure to contact center transformation initiatives

Responsibilities

• Lead contact center operations supporting fraud servicing, quality assurance, and risk‑related workflows.
• Drive consistent, compliant servicing outcomes while balancing customer experience and risk mitigation.
• Provide leadership across escalation management, issue resolution, and end-to-end fraud servicing processes.
• Partner closely with Risk, Compliance, and Operations stakeholders to maintain strong controls and governance.
• Lead teams through operational change while maintaining service effectiveness in high-risk environments.
• Develop and support Operations Managers responsible for fraud, QA, and risk‑focused servicing delivery.

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: Senior
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees