HFA Client Support Relationship Manager

HFA Client Support Relationship Manager

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.

The HFA Client Support Relationship Manager serves as a primary liaison between U.S. Bank, Housing Finance Agencies (HFAs), and participating lenders, delivering exceptional relationship management, onboarding, training, operational support, and issue resolution. This role is responsible for ensuring lenders successfully navigate U.S. Bank's underwriting, purchasing, compliance, and technology platforms while maintaining strong partnerships with HFAs and internal business partners. The position supports new lender onboarding, develops and delivers training programs, provides subject matter expertise on HFA products, policies, and systems, and serves as a key resource for lender inquiries, escalations, and operational challenges.

The role also collaborates with HFA leadership and cross-functional teams to drive process improvements, enhance lender engagement, streamline workflows, and support compliance and purchasing initiatives. Success in this role requires strong relationship management, communication, problem-solving, and organizational skills, along with the ability to manage multiple priorities while providing responsive service to lenders, HFAs, and internal stakeholders. The incumbent plays a critical role in supporting lender satisfaction, operational efficiency, and the continued growth and success of U.S. Bank's HFA business.

Basic Qualifications:

• Bachelor's degree, or equivalent work experience
• Typically four or more years of related experience

Preferred Skills/

Experience:

• Thorough knowledge of policies, plans, procedures, products and regulatory requirements for assigned business unit
• Ability to conduct an analysis of a business need, including scheduling meetings, planning agendas and conferring with business line leaders
• Good understanding of project management and testing methodology and procedures
• Ability to develop test schedules, review testing plans, track test issues and report on test results
• Strong analytical and forecasting skills
• Ability to manage multiple tasks/projects and deadlines simultaneously
• Ability to work as part of a project team
• Effective verbal and written presentation and communication skills
• Proficient computer navigation skills using a variety of software packages including Microsoft Office applications

This role will support our relationships with HFA agencies and lenders. These functions may include:

• Manage onboarding for all newly approved HFA Lenders.
• Train new and existing lender users in the U.S. Bank underwriting and purchase process as well as the systems used in those processes.
• Collaborate with agencies to provide U.S. Bank representation and requested content to that agency's lender base.
• Work with HFA Senior Leadership on projects designed to streamline compliance, review, and purchasing processes.
• Assist in basic troubleshooting of system access or technological performance issues with HFA Lenders.
• Take care of any lender contacts needed from our Client Administration team regarding yearly recertification and related projects.
• Support internal teams with any requests for lender or agency contact for escalated loan level issues.
• Perform lender and agency analysis to improve workflow and operating efficiency.
• Operate as subject matter expert in the development of communication and training tools to ensure a high level of awareness of policies, plans, procedures as projects require.
• Back up CSE
• Provide Reports and Scorecards when requested by either Lender, HFA, CSE

Daily Tasks:

• Review and submit Credit and SLA exceptions
• Review and submit Condo Rush requests
• Provide information on U.S. Bank's…