HR Operations Specialist

U.S. Bank • Minneapolis, MN

20h • Hybrid

About The Position

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. 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.

Requirements

• 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

Responsibilities

• 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.

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
• Number of Employees: 5,001-10,000 employees