Consumer Complaints Reporting & Governance Analyst

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.

Job Description

The Consumer Complaints Reporting & Governance Analyst supports the enterprise Consumer Complaints Management Program through reporting, analytics, governance, and action tracking activities. This role is responsible for facilitation of complaints reporting and follow ups that help identify customer harm, operational issues, control gaps, regulatory risk, and opportunities for process improvement.

The analyst may partner across business lines, Operations, Compliance, Risk Management, Legal, and Quality Assurance to assist in the identification of emerging complaint trends, evaluate root causes, support remediation efforts, and ensure effective governance over consumer complaint management activities.

This role may leverage approved artificial intelligence (AI) and analytical tools to support complaint categorization, thematic analysis, summarization, and pattern identification. The individual may be involved in validating AI-generated outputs, ensuring findings are accurate, explainable, consistently applied, and aligned with internal policies, governance standards, and regulatory expectations.

Responsibilities May Include (but are not limited to)

• Prepare recurring and ad hoc complaint reporting, dashboards, scorecards, and executive summaries for management, governance committees, and business partners.

• Work with teams who analyze complaint data to identify trends, emerging risks, root causes, customer impact, and opportunities for process improvement.

• Review and validate complaint categories, themes, and issue classifications to ensure consistent application of complaint management standards and taxonomies.

• Identify recurring complaint themes, potential control gaps, customer harm concerns, and issues requiring escalation, remediation, or business follow-up.

• Maintain tracking and reporting for complaint-related actions, ensuring timely resolution and appropriate governance visibility.

• Leverage approved AI-enabled tools to support complaint categorization, clustering, thematic analysis, and insight generation, while validating outputs through documented human review and partner engagement

• Partner with business lines, Compliance, Risk Management, Legal, Operations, and other stakeholders to validate findings, understand root causes, and support corrective actions.

• Maintain documentation supporting reporting methodologies, categorization rules, governance standards, and AI-assisted analysis activities.

• Support audits, regulatory examinations, compliance reviews, and management requests related to consumer complaints reporting and governance.

• Identify opportunities to enhance reporting capabilities, data quality, governance processes, and overall complaint program effectiveness.

Basic Qualifications
- Bachelor's degree, or equivalent work experience
- Typically more than five years of applicable experience

Preferred Skills/Experience

• Experience supporting consumer complaints programs, issue management, regulatory compliance, operational risk, or customer remediation activities

• Knowledge of consumer protection regulations, complaint management principles, and governance frameworks

• Experience conducting root cause analysis and identifying emerging operational or regulatory risks

• Proficiency with Excel, Power BI, Tableau, SQL, or similar reporting and analytics tools

• Experience working with AI-enabled analytics, natural language processing, text analytics, or machine learning solutions

• Experience supporting governance committees, audits, compliance testing, or regulatory examinations

• Ability to translate large volumes of structured and unstructured data into concise executive-ready insights

This role requires working from a U.S. Bank location three (3) or more days per week.

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

• 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

Review our full benefits available by employment status here .

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.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $86,360.00 - $101,600.00

U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.

Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

Posting may be closed earlier due to high volume of applicants.