TOS Customer Complaint Coordinator – Remote

By | April 14, 2022

Job Responsibilities : TOS Customer Complaint Coordinator – Remote

Salary : n

Company : U.S. Bank

Location : Missouri US

At U.S. Bank we’re passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States we’re one of the country’s most respected innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race religion color sex national origin age sexual orientation gender identity disability or veteran status among other factors.

Job Description


Manages the TOS customer complaint program by providing support guidance escalation assistance change management suggestions reporting and trend analysis for all TOS business lines capable of receiving customer complaints. Maintains complaint procedures controls SharePoint libraries and utilizes the Atlas compliant tracking application. Monitors all TOS complaint resolution communications and leverages Enterprise Complaint Management case feedback to ensure timely resolution of all complaints.


Responsible for defining and performing systems analysis and development tasks to improve workflow and operating efficiency. Formulates proposals for new systems and information needs by analyzing existing systems and procedures and defining recommended technical and procedural improvements. Analyzes costs of existing operations and estimates cost savings to be achieved by implementing proposed changes; makes recommendations based on analysis. Participates in the modification of existing applications or development of new applications. Acts as a liaison and technical resource between management staff and information systems to define and communicate standards of operational policy plans customer service or financial/performance reporting. Ensures all documentation and requests comply with established policies and procedures. Maintains applicable systems to monitor and track projects plans and/or data; provides reports to management as needed. Writes test plans and performs tests of new systems and modifications to existing systems. Develops communication tools to ensure a high level of awareness of policies plans procedures or study/project results.


  • Bachelor’s degree or equivalent work experience
  • Six or more years of related experience

  • Comprehensive 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
  • Advanced 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


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 .

Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees and we believe that work/life balance should be easy to achieve. That’s why we share the cost of benefits and offer a variety of programs resources and support you need to bring your full self to work and stay present and committed to the people who matter most – your family.

Learn all about U.S. Bank employee benefits including tuition reimbursement retirement plans and more by visiting .

EEO is the Law
Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal EEO is the Law poster.


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 .

Salary range reflected is an estimate of base pay and is for the primary location. Base pay range may vary if an offer is made for work in a different location. Pay Range: $78200.00 – $92000.00 – $101200.00

Due to legal requirements U.S. Bank requires that the successful candidate hired for some positions be fully-vaccinated for COVID-19 absent being granted an accommodation due to a medical condition pregnancy or sincerely held religious belief or other legally required exemption. For these positions as part of the conditional offer of employment the successful candidate will be asked to provide proof of vaccination or approval for an accommodation or exemption upon hire.

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