Process Improvement Specialist-ATM/PIN Dispute

Process Improvement Specialist

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 atall from Day One.

The Process Improvement Specialist supports the ATM/PIN Disputes team through a combination of training, coaching, process improvement, and procedure management activities. This role serves as a subject matter expert responsible for onboarding and training new team members, developing and delivering training materials, and helping ensure employees have the knowledge and resources needed to be successful. The position also identifies opportunities to improve departmental processes, supports ongoing coaching and development efforts, and partners with leaders to maintain accurate procedures and documentation.

The individual will primarily support the retail ATM/PIN dispute area while also learning additional ATM/PIN specialty areas to provide cross-functional training and operational support as needed. This role collaborates closely with department managers, business line leaders, and operational teams to drive consistency, knowledge sharing, and continuous improvement.

This role requires working from one of the posted locations three (3) or more days per week with Monday-Friday 8am-4:30pm CST schedule preferred.

Key Responsibilities:

• Facilitate onboarding and training programs for new hires within the ATM/PIN Disputes department.
• Deliver instructor-led training using facilitator guides, participant materials, and established training resources.
• Participate in process improvement initiatives that drive operational efficiency and service quality.
• Develop, update, and maintain training materials, job aids, refresher training, and knowledge resources.
• Identify opportunities to enhance departmental processes, workflows, and training effectiveness.
• Partner with business line leaders and department managers to validate process updates and procedural changes.
• Review and maintain procedures, customer communications, and operational documentation to ensure accuracy and compliance.

Basic Qualifications: Bachelor's degree, or equivalent work experience. Typically one to two years of related experience, preferably in regulatory compliance activities.

Preferred Skills/Experience: Experience facilitating training, onboarding, coaching, or employee development programs. Experience within ATM/PIN disputes, debit card disputes, fraud, credit disputes, or case-processing operations preferred. Ability to build relationships and collaborate with leaders and business partners across multiple teams. Ability to adapt quickly and remain flexible in changing environments. Strong problem-solving and critical-thinking skills. Effective verbal and written communication skills. Ability to research and manage multiple projects and deadlines simultaneously.

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

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.