Senior Workflow Coordinator

U.S. Bank; Cincinnati (OH); On-site; USD 36,000 - 47,000; Full time

Benefits offered by this job

Healthcare (medical, dental, vision)

Life insurance (basic term)

Disability insurance (short & longterm

Parental leave

401(k) plan

Paid vacation

Paid holidays

Adoption assistance

Sick leave

Job summary

U.S. Bank is seeking a Senior Workflow Coordinator to oversee a high-volume operations team, providing guidance across Operations and Customer Service.

You will master department processes, escalate complex issues, and partner with internal teams to ensure accurate processing in a fast-paced environment. The role emphasizes leadership, coaching, and mentoring with a customer-focused, problem-solving mindset, supporting 25–30 indirect team members and multiple systems.

Qualifications

• High school diploma or equivalent.
• 5–7 years or more of operations services related work experience.
• Knowledge of products, services, terminology, procedures and systems related to assigned area, as well as applicable laws and regulatory requirements.
• Proven commitment to high quality customer service.
• Ability to work well with external and internal customers.
• Good time management skills to maximize production and execution of tasks in a fast-paced environment.
• Good understanding and knowledge of internal policies and procedures within Operations Services and enterprise wide.
• Physical requirements could include lifting trays of work, pushing carts of work, standing or sitting for extended periods of time, and repetitive motions.
• Ability to identify, analyze and resolve exceptions through data interpretation.
• Strong PC skills.
• Good verbal and written communication skills.

Responsibilities

• Serves as a key resource for 25–30 indirect team members, providing workflow guidance and assisting with escalated issues.
• Process high-volume bonds transactions that generally require limited research.
• Review documentation and gather missing information as needed.
• Partner with internal teams to resolve issues and ensure accurate processing.
• Answer team member questions and provide workflow guidance.
• Identify process improvement opportunities and support operational efficiency.
• Direct associates to the appropriate resources, models, and support teams.
• May have direct contact with 3rd party vendors and external customers.
• Researches exceptions and escalates issues to management as appropriate.
• Executes routine tasks within multiple operational systems and interfaces with internal partners.

Skills

Leadership

Coaching

Mentoring

Communication

Organizational skills

Attention to detail

Time management

Data interpretation

Customer service

Tools

MS Office

Job description

Job Description

We are seeking a professional Senior Workflow Coordinator with our operations team. In this role, you will serve as a subject matter expert across both Operations and Customer Service functions. The role is responsible for overseeing high-volume, straightforward bond transactions that typically require limited research, including reviewing documentation, gathering missing information, and collecting supporting evidence when needed. The individual will develop a strong understanding of department processes, systems, workflows, and escalation paths while partnering closely with internal teams and routing more complex customer service issues to the appropriate CSR resources. An ideal candidate will have leadership, coaching, or mentoring experience, along with strong communication, organizational, and attention-to-detail skills. They should thrive in a fast-paced environment, remain calm under pressure, navigate difficult conversations with patience and professionalism, and quickly learn multiple systems and processes while maintaining a customer-focused, problem-solving mindset.

Key Responsibilities

• Serves as a key resource for approximately 25-30 indirect team members, providing workflow guidance, answering questions, and assisting with escalated issues to ensure efficient day-to-day operations and service delivery.
• Process high-volume Simple Bonds transactions that generally require limited research and are straightforward in nature.
• Review documentation and gather missing information as needed.
• Partner with internal teams to resolve issues and ensure accurate processing.
• Answer team member questions and provide workflow guidance.
• Identify process improvement opportunities and support operational efficiency.
• Direct associates to the appropriate resources, models, and support teams.
• May have direct contact with 3rd party vendors and / or external customers.
• Researches exceptions and escalates issues to management as appropriate.
• Executes a variety of routine tasks within multiple operational systems and interacts with multiple internal partners.
• Certain positions will require the ability to move trays and carts of work, stand or sit for extended periods of time, and repetitive motions.

Basic Qualifications

• High school diploma or equivalent
• Five to seven years or more of operations services related work experience
• Knowledge of products, services, terminology, procedures and systems related to assigned area, as well as applicable laws and regulatory requirements
• Proven commitment to high quality customer service
• Ability to work well with external and internal customers
• Good time management skills to maximize production and execution of tasks in a fast-paced environment
• Good understanding and knowledge of internal policies and procedures within Operations Services and enterprise wide
• Physical requirements could include lifting trays of work, pushing carts of work, standing or sitting for extended periods of time, and repetitive motions
• Ability to identify, analyze and resolve exceptions through data interpretation
• Strong PC skills
• Good verbal and written communication skills

Preferred Skills/Experience

• Knowledge of products, services, terminology, procedures and systems related to assigned area, as well as applicable laws and regulatory requirements
• Proven commitment to high quality customer service
• Ability to work well with external and internal customers
• Good time management skills to maximize production and execution of tasks in a fast-paced environment
• Good understanding and knowledge of internal policies and procedures within Operations Services and enterprise wide
• Physical requirements could include lifting trays of work, pushing carts of work, standing or sitting for extended periods of time, and repetitive motions
• Ability to identify, analyze and resolve exceptions through data interpretation
• Strong PC skills
• Good verbal and written communication skills

Benefits

• 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.

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.

Salary and Background Checks

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: $25.63 - $34.18 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.

Equal Opportunity

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.

Accessibility

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.

Company Introduction

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.