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U.S. Bank Fair and Responsible Banking Director of Emerging Risk and Complaint Management in Topeka, Kansas

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

The Fair and Responsible Banking Director of Emerging Risk and Complaint Management within the Fair and Responsible Banking Division (FRBD) reporting directly to the Fair and Responsible Banking Officer, is responsible for risk management and compliance oversight of the anti-discrimination provisions of applicable fair lending laws and regulations (primarily Equal Credit Opportunity Act, Regulation B, Fair Housing Act) and prohibitions related to unfair, deceptive or abusive acts or practices (UDAAP) in support of the enterprise-wide Fair and Responsible Banking Program. This position will lead a team responsible for customer complaint reviews and analysis, targeted reviews, industry development tracking and control identification, regulatory change management and state law activities.

Successful candidates will have an advanced understanding of fair and responsible banking laws and regulations as well solid grasp of compliance management system components. This position is responsible for decisions and determinations regarding risk/issue identification and escalation, control design adequacy, risk mitigation and corrective action recommendations; as well as ensuring high quality work product and maintaining corresponding procedures. This position will collaborate across many lines of business, interact with senior management and present before various committees and working groups. Accountable for an effective partnership between business lines and FRBD, as well as among other second and third line of defense groups.


  • Lead, direct, and support a high-performing fair and responsible banking risk management team.

  • Provide feedback and risk review of individual customer complaints.

  • Conduct complaint analysis and trending reports tailored to fair and responsible banking risk.

  • Identify root cause and risk mitigation actions arising from issues or concerns arising from customer complaint activity.

  • Ability to analyze industry developments, such as regulatory issuances, public reports, and media coverage for fair and responsible banking risk impacts, including control identification, program enhancements, and best practices.

  • Complete targeted reviews, focusing on areas of emerging risk or scrutiny.

  • Oversee and contribute to the successful and timely completion of assigned risk reviews under the responsibility of this team.

  • Effectively summarize and report out on risks and initiatives, both verbally and in writing, including management and risk committee presentations.

  • Establish individual goals and objectives for self and direct reports in alignment with organizational vision and goals.

  • Participate in or lead potentially highly complex compliance projects and initiatives, including self-directed continuous process improvement.

  • Direct preparation and responses for internal audits and external exams related to areas of responsibility.

  • Escalate significant control and compliance issues, consulting business lines in the development of appropriate action plans for effective resolutions.

  • Maintain a strong working knowledge of applicable regulatory compliance laws, regulations, and regulatory guidance.

  • Accountable for the active identification, response and/or escalation of risks as appropriate. Influences policies and procedures to maximize profit potential and minimize regulatory exposure. Accountable for an effective partnership between the Line of Business and the Lines of Defense.


  • Bachelor's degree, or equivalent work experience

  • 15 or more years of experience in an applicable risk management environment

  • Applicable certifications


  • Expert knowledge of applicable laws, regulations, financial services, and regulatory trends that impact their assigned function

  • Expert knowledge of the business line's operations, products/services, systems, and associated risks/controls

  • Advanced knowledge of Risk/Compliance/Audit competencies

  • Strong leadership and management skills of processes, projects and people

  • Excellent written and verbal communication skills

  • Strong analytical, problem-solving and negotiation skills

  • Excellent ability to interpret and communicate applicable regulatory guidance and related regulatory examination standards for fair and responsible banking laws and regulations such as ECOA/Regulation B, and prohibitions against UDAAP

  • Experience in developing and implementing customer complaint review programs within a risk management and compliance framework

  • Proven leadership skills with experience in managing, mentoring, and providing ongoing feedback to staff regarding performance, as well as completing annual performance evaluations and career development planning

  • Ability to manage job scope and complexity of assigned business at the departmental and/or division level

  • Proficient computer skills, especially Microsoft Office applications

  • Ability to build effective cross-functional relationships throughout the organization with respect, transparency, and accountability to achieve consensus on regulatory risk issues and appropriate mitigation

  • Ability to initiate, manage, prioritize, and complete projects and strategic initiatives efficiently with a high attention to detail and accuracy

  • Ability to think innovatively to simplify processes and leverage technologies to enhance work efficiencies

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 (https://careers.usbank.com/global/en/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 careers.usbank.com .

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 (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) 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 (https://careers.usbank.com/verification-of-eligibility-for-employment) .

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: $135,490.00 - $159,400.00 - $175,340.00

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.

U.S. Bank will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.

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.