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

The Complaints Intake Manager is responsible for leading and optimizing the end-to-end intake process for complaints across multiple business lines. This role combines strategic oversight with hands-on workflow coordination to ensure operational excellence, regulatory compliance, and team development. The manager will serve as a key liaison between intake operations and resolution teams, driving performance, process improvements, and cross-functional collaboration. Role will report into Gosia Denis and will oversee a team of 14 individuals.

Key Responsibilities

• Oversee and streamline daily operations across all complaint intake channels and business lines.
• Assign and prioritize workload tasks based on volume, out-of-office schedules, and team capacity.
• Monitor and report on key performance indicators (KPIs), operational metrics, and compliance standards.
• Lead onboarding, training, and cross-training initiatives to build team capability and resilience.
• Ensure adherence to internal policies, regulatory requirements, and quality standards.
• Collaborate with leadership and stakeholders to support enterprise-wide initiatives and projects.
• Foster a culture of inclusivity, accountability, and continuous improvement.

Daily Work

• Review and update resolution out-of-office calendars; adjust assignments accordingly.
• Monitor shared mailboxes, file emails, escalate coaching needs, and route direct complaints to Salesforce.
• Review and correct errors identified in controls and reports.
• Prioritize late submissions and ensure timely handling of overdue cases.
• Manage redirect queues: reassign misrouted cases, close non-complaints, and escalate as needed.
• Review MIR BPM and MIPS queues: reindex non-complaints, create shell cases for valid complaints.
• Provide real-time support to team members via chat and one-on-one guidance.
• Report late case creation trends to resolution leadership.

Additional Responsibilities

• Develop and maintain intake assignment schedules and monthly resolution trackers.
• Conduct monthly/quarterly audits to identify and correct intake errors or omissions.
• Communicate and implement process changes, including tracking of CITs and late submissions.
• Prepare and deliver monthly performance scorecards and feedback sessions.
• Research and provide case-specific insights or escalations as requested by leadership.
• Support hiring and interview processes for new team members as needed.

The role offers a hybrid/flexible schedule, which means there's 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.

Posting may be closed earlier due to high volume of applicants.