Senior Workflow Coordinator

U.S. Bank • Cincinnati, OH

1d • Onsite

About The Position

We are seeking a professional Senior Workflow Coordinator with our operations team. In this role, you will serve as a subject matter expert across both Operations and Customer Service functions. The role is responsible for overseeing high-volume, straightforward bond transactions that typically require limited research, including reviewing documentation, gathering missing information, and collecting supporting evidence when needed. The individual will develop a strong understanding of department processes, systems, workflows, and escalation paths while partnering closely with internal teams and routing more complex customer service issues to the appropriate CSR resources. An ideal candidate will have leadership, coaching, or mentoring experience, along with strong communication, organizational, and attention-to-detail skills. They should thrive in a fast-paced environment, remain calm under pressure, navigate difficult conversations with patience and professionalism, and quickly learn multiple systems and processes while maintaining a customer-focused, problem-solving mindset.

Requirements

• High school diploma or equivalent
• Five to seven years or more of operations services related work experience
• Knowledge of products, services, terminology, procedures and systems related to assigned area, as well as applicable laws and regulatory requirements
• Proven commitment to high quality customer service
• Ability to work well with external and internal customers
• Good time management skills to maximize production and execution of tasks in a fast-paced environment
• Good understanding and knowledge of internal policies and procedures within Operations Services and enterprise wide
• Ability to identify, analyze and resolve exceptions through data interpretation
• Strong PC skills
• Good verbal and written communication skills

Nice To Haves

• Leadership, coaching, or mentoring experience
• Strong communication, organizational, and attention-to-detail skills
• Thrive in a fast-paced environment
• Remain calm under pressure
• Navigate difficult conversations with patience and professionalism
• Quickly learn multiple systems and processes while maintaining a customer-focused, problem-solving mindset

Responsibilities

• Serves as a key resource for approximately 25-30 indirect team members, providing workflow guidance, answering questions, and assisting with escalated issues to ensure efficient day-to-day operations and service delivery.
• Process high-volume Simple Bonds transactions that generally require limited research and are straightforward in nature.
• Review documentation and gather missing information as needed.
• Partner with internal teams to resolve issues and ensure accurate processing.
• Answer team member questions and provide workflow guidance.
• Identify process improvement opportunities and support operational efficiency.
• Direct associates to the appropriate resources, models, and support teams.
• May have direct contact with 3rd party vendors and / or external customers
• Researches exceptions and escalate issues to management as appropriate.
• Certain positions will require the ability to move trays and carts of work, stand or sit for extended periods of time, and repetitive motions.
• Executes a variety of routine tasks within multiple operational systems and interacts with multiple internal partners.

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: High school or GED