Fair and Responsible Banking Complaint Analyst

US Bank   •  

Minneapolis, MN

Industry: Financial Services


5 - 7 years

Posted 330 days ago

This position is in the U.S. Bancorp Fair and ResponsibleBanking Division (FRBD) and is responsible for monitoring customer complaints for compliance with fair and responsiblebankinglaws and regulations, including the anti-discrimination provisions of the Equal Credit Opportunity Act (ECOA) and Fair Housing Act (FHA), and Unfair, Deceptive or Abusive Acts or Practices (UDAAP).  This position is also responsible for conducting pre-response complaint reviews and may be involved in a variety of other complaint related processes and initiatives as needed for U.S. Bank Residential Mortgage Default Management (RMDM) and U.S. Bank Home Mortgage (USBHM).


1. Conduct daily pre-response complaint analysis for mortgage origination, servicing, and RMDM to identify potential complaint trends and areas of potential fair and responsiblebankingrisk. Work with U.S. Bank Home Mortgage, Customer Advocacy, and regulatory Compliance Specialists to provide guidance on complaint response content and determine if resolution is appropriate

2. Work with business line partners to investigate and appropriately respond to identified risks and trends

3. Identify, present, and manage issues in accordance with issue management policies and procedures

4. Keep abreast of fair and responsiblebankinglaws and regulations, guidance, and other legal and regulatory developments

5. Manage multiple tasks simultaneously and make adjustments as appropriate.

6. Meet deadlines related to complaint response timeliness per the U.S. Bank Customer Complaint Policy





- Bachelor’s degree in a relevant field

- Five to seven years in consumer financial protection or consumer banking compliance

- Advanced understanding of fair and responsiblebankinglaws and regulations, including Unfair, Deceptive, and Abusive Acts and Practices (UDAAP), Section 5 of the Federal Trade Commission Act, the Equal Credit Opportunity Act, the Fair Housing Act, and related federal bank agency standards, applicable regulatory guidance, and fair and responsiblebanking litigation and enforcement actions

- Strong understanding of financial products and services, specifically those related to mortgage and loss mitigation

- Strong research and analytical skills

- Ability to manage deadlines and prioritize work accordingly

- Effective oral and written communication skills

- Ability to work independently

- Strong relationship management skills and ability to collaborate effectively with others involved in complaint reviews


- Knowledge of U.S. Bancorp policies, procedures, and operations

- Previous experience as a bank examiner, auditor, or consumer financial protection lawyer

- Previous experience analyzing or responding to customer complaints


Compliance / Quality Control

Primary Location


Other Locations

OtherLocations Kentucky-KY-Owensboro, Missouri-MO-Earth City, Missouri-MO-Saint Louis, Wisconsin-WI-Milwaukee


1st - Daytime

Average Hours Per Week