Head of Fraud Servicing, QA and Risk

 

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

About Consumer, Business, and Wealth Servicing (CBWS) Contact Center Transformation

The Consumer, Business and Wealth Servicing (CBWS) contact center at U.S. Bank is a consolidated client service organization designed to provide multi-channel, inbound and outbound servicing across consumer, small business, partner card, and wealth clients.

CBWS is evolving its contact center model to deliver a more differentiated, relationship-focused servicing experience. As part of this evolution, the organization is consolidating multiple operations into five distinct focus areas designed to provide specialized, high-touch support for complex and high-value client interactions.

To support this evolution, CBWS is hiring multiple senior leaders simultaneously to establish a cohesive leadership framework capable of delivering consistent, best-in-class client outcomes.

Role Summary

The Head of Fraud Servicing, QA, and Risk provides leadership for specialized contact center teams responsible for fraud servicing as well as quality assurance and risk-related operations teams. This role is accountable for delivering effective, compliant, and client-focused servicing across high-risk interaction types that require strong judgment, escalation management, and end-to-end ownership.

The role leads a large, multi‑layer organization and plays a key leadership role in service model evolution, ensuring service continuity, strong client relationships, and consistent outcomes during periods of operational and organizational change.

This role is best suited for highly empathetic leaders with experience operating in regulated environments, managing risk-sensitive workflows, and driving consistent servicing outcomes across complex fraud scenarios.

Key Responsibilities

• Lead contact center operations supporting fraud servicing, quality assurance, and risk‑related workflows.
• Drive consistent, compliant servicing outcomes while balancing customer experience and risk mitigation.
• Provide leadership across escalation management, issue resolution, and end-to-end fraud servicing processes.
• Partner closely with Risk, Compliance, and Operations stakeholders to maintain strong controls and governance.
• Lead teams through operational change while maintaining service effectiveness in high-risk environments.
• Develop and support Operations Managers responsible for fraud, QA, and risk‑focused servicing delivery.

Basic Qualifications

• 10 or more years of banking or other relevant experience
• Management experience
• Experience leading contact center operations supporting fraud, disputes, or risk‑sensitive servicing

Preferred Skills/Experience

• Stakeholder partnership and influence in risk or compliance‑heavy environments
• Proven ability to lead and develop people at scale
• Contact center leadership experience in a financial services environment
• Leadership of end-to-end fraud servicing or dispute resolution programs
• Experience aligning servicing operations with risk and control frameworks
• Exposure to contact center transformation initiatives

Location Expectations

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: $170,255.00 - $200,300.00

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.

Salary : $170,255 - $200,300