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 DescriptionThe FMS Customer Experience Center (CEC) has exciting career opportunities available for highly motivated individuals who thrive in a fast-paced, customer-focused environment.
As an FMS Customer Experience Analyst, you will manage some of the most complex fraud and customer identification scenarios across both credit and deposit products. Responsibilities include supporting Customer Identification Program (CIP) and Know Your Customer (KYC) requirements, investigating Third-Party Fraud (TPF) and First-Party Fraud (FPF), and helping protect customers and the bank from financial loss.
In this role, you will spend much of your time assisting customers by phone, resolving application and account-related issues, investigating potential fraud, and delivering an exceptional customer experience. Success requires balancing outstanding service with sound fraud risk mitigation and critical thinking skills.
This is a challenging and rewarding opportunity for individuals who are passionate about protecting our customers while delivering best-in-class service.
Key Responsibilities
Handle inbound customer calls while delivering a world-class customer experience.
Review account and application activity for potential fraud concerns.
Investigate complex fraud scenarios, including identity theft and account takeover.
Conduct detailed research across multiple systems and data sources.
Secure accounts by applying appropriate restrictions and controls to prevent financial loss.
Initiate and process fraud claims in accordance with established procedures.
Review and complete escalated actions from frontline teams to ensure accurate resolution.
Identify emerging fraud trends and escalate concerns appropriately.
Maintain expertise in fraud prevention practices, operating procedures, regulatory requirements, and bank policies.
Basic Qualifications
High school diploma or equivalent
Typically seven or more years of related work experience
Preferred Skills/Experience
Strong analytical and critical thinking skills.
Excellent customer service and communication abilities.
Ability to navigate complex situations and make sound decisions.
A passion for protecting customers and combating fraud.
Proven ability to perform effectively in a fast-paced environment.
Proficient computer navigation skills using a variety of software packages including Microsoft Office applications
Hours of Operation
The FMS Customer Experience Center currently operates Monday through Friday, 7:00 AM – 9:00 PM CST. We have a variety of shift available.
If you enjoy solving complex problems, protecting customers from fraud, and delivering exceptional service, we encourage you to apply. We are looking for the best of the best to join our team.
**We are hiring in the following locations:
Minnesota
North Dakota
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.
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.
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