Senior Workflow Coordinator

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 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.

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.

Key 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 escalates 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.

Basic Qualifications

• High school diploma or equivalent
• Five to seven years or more of operations services related work experience

Preferred Skills/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
• Physical requirements could include lifting trays of work, pushing carts of work, standing or sitting for extended periods of time, and repetitive motions
• Ability to identify, analyze and resolve exceptions through data interpretation
• Strong PC skills
• Good verbal and written communication skills

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to 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…