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, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often-that's what we call the courage to thrive. 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. Try new things, learn new skills and discover what you excel at-all from Day One.
As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals-no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we're building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals partnering with our customers, our communities, and each other.
Job Description
What is the purpose of this Role?
The Errors Co-Ordinator will be responsible for the effective operating of internal processes with regards to the resolution of queries, errors, breaches and complaints in line with all regulatory obligations. This includes investigative and fact-finding responsibilities and collaboration with internal stakeholders and business lines to identify, investigate, verify and remediate complex errors in a deadline driven environment.
Accountabilities for your role - what are you expected to do?
- Efficient Error Intake and Triage ability to investigate reported errors and coordinate efforts to understand the root cause, any controls which may be lacking, technical fix requirements and ultimately lead the effort to understand the customer and financial impacts. A key requirement is to identify early on in the triage process any potential regulatory risk in terms of policy and regulatory timelines.
- Task Force management - Ability to pull together and lead cross departmental and multi-disciplined teams to triage, review and resolve errors/issues, ability to lead a diverse team of individuals over a sustained period of time to ensure error remediation. This will involve the chairing of regular calls and meetings and providing detailed call minutes and next steps.
- Monitor central team mailbox along with personal email inbox and assist to resolve queries from business lines and to ensure all new errors received are logged to the Errors database in a timely manner.
- Excellent written and oral communication skills and comfortable with presenting findings and insights from taskforce calls and meetings.
- Produce detailed and palatable error reports and declarations up to an including board level, provide timely assessments of errors ensuring necessary senior management and stakeholder awareness.
- Tracking all updates and developments in relation to an error on the Errors Database and all other internal error trackers whilst ensuring these updates are clear, detailed and fit for Auditor and Regulator scrutiny.
- Ability to spot trends and patterns which may be indicative of wider issues, ability to not accept an error on face value but to apply the error expertize and consider what the wider impacts maybe and generate unbiased conclusions and assessments.
- Develop an expert understanding and knowledge of error remediation including communication to customers, refund processing, system changes and process enhancements.
- Understand the key internal policies and various Central Banks requirements and regulation which underpin the error handling process
- Ability to participate in Audits from a SME perspective and be able to comprehensively speak to the process and documented rationale on remediation.
- Business Readiness As part of the Operations team, be a key advocate for the various operations teams in terms of their understanding of any given error, furnish the teams with updates to allow them to assess impacts to their teams, working with the front line and relationship management teams is of particular importance so that the focus on customers is carried through to all customer interactions on errors with Elavon.
- Foster excellent working relationships with all key stakeholders in the remediation process Marketing, Payment Exceptions, Business Insights, FLOD (First Line of Defence), SLOD (Second Line of Defence), Complaints, Incident Management and Compliance.
- Using your initiative to suggest process improvements to improve quality, reporting and timeliness
- Carrying out ad-hoc duties as required.
Competencies for your Role - how are you expected to behave?
- - Adapt quickly to changing priorities create new and better ways for the organization to be successful
- Agility and innovation
- - Build strong customer relationships and deliver customer centric solutions
- Customer Centricity
- - Build partnerships and promote a culture of teamwork to drive one U.S.Bank
- Collabouration
- Hold self and others accountable to consistently achieve meaningful results
- Drive for results -
- Appropriately identify and manage risks, in compliance with applicable laws, rules and regulations, and with Company Policy.
- Risk -
- - Maintain high ethical standards gain the confidence and trust of others through honesty, integrity and authenticity
- Ethics and Trust
Technical Competencies for your Role - what are you expected to know?
- Proficient with Microsoft Office (Excel, PowerPoint, Visio, Word, Outlook)
Qualifications Required to perform your Role?
- Bachelor's Degree in Finance, Business Administration, Economics or a related discipline or equivalent experience
- 1 to 2 year's of Financial Services / Payments experience in an analytical, investigations or research role are an advantage but not a pre-requisite.
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
- Proven ability to balance competing priorities, workloads, and tight timelines in a fast-paced, dynamic work environment
- Be comfortable querying and interpreting complex data sets and using data to drive outcomes
What we offer
- Full-time position, employment agreement,
- Work schedule Monday - Friday from 9-5
- Hybrid working model
- Excellent package including complex medical care, group insurance, Multisport card, language classes,
- Highly professional, multicultural environment and high standards of work,
- Professional training, opportunity to develop a career path in organizational structures, support in career planning,
- Work in a dynamic team with a supportive inclusive culture and strong values,
- Good atmosphere at work and comfortable working environment
Hybrid/flexible schedule
The role offers a hybrid/flexible schedule, which means theres an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.
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
We offer an exciting, fast-paced and diverse working environment with employees of many different nationalities. We provide benefits to help you protect your health and financial security and give you peace of mind. We also invest in your career growth with development resources that give you the opportunity to stretch and shine.