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 Customer Remediation department plays a vital role in upholding the bank’s commitment to fairness, transparency, and trust. By swiftly addressing errors, service failures, or regulatory breaches, the team ensures that affected customers are treated with integrity and restored to the position they should have been in. Beyond resolving individual issues, Customer Remediation drives systemic improvements by identifying root causes and influencing long-term change across the organisation. Our work not only protects the bank’s reputation and regulatory standing but also reinforces customer confidence—demonstrating that the bank is accountable, responsive, and genuinely committed to doing the right thing.

As a Remediation Analyst within the EU Customer Remediation team, you will lead the strategic coordination and oversight of complex error remediation efforts across the business, ensuring alignment with regulatory expectations, internal policy, and CRO quality standards. This role is a senior SME within the Errors Team, with a strong emphasis on project leadership, stakeholder engagement, and quality assurance. Supporting programmes across 12 different countries and 9 languages we have developed a diverse, inclusive, and collaborative working environment.

Key Responsibilities:

Error Investigation Oversight: Lead and coordinate large-scale error investigations, ensuring timely remediation through structured taskforce engagement and stakeholder alignment.

Triage Meeting Participation: Attend weekly triage meetings to monitor all in-flight errors, identify risks or delays, and escalate issues to the Head of Customer Assurance and CRO as needed. Maintain logs of risks, escalations, and follow-up actions.

Documentation and Reporting: Prepare and validate high-quality documentation for CRO, Compliance, and leadership on Major Errors. Ensure accuracy, completeness, and adherence to policy.

Policy and SLA Compliance: Track and escalate errors approaching policy deadlines (e.g., 6-month closure, CBI Day 40). Maintain trackers and ensure audit readiness.

Stakeholder Engagement: Act as a liaison between the Errors team, Compliance, and the CRO. Ensure transparency and proactive risk management across all remediation activities.

Mentorship and Capability Building: Provide coaching and oversight to junior team members involved in error handling. Promote consistent application of policy and build internal capability.

Continuous Improvement: Identify trends, root causes, and opportunities for process enhancements. Drive implementation of mitigants to prevent recurrence of errors.

Key Skills & Qualifications:

Project Management: Ability to lead and coordinate cross-functional initiatives with clear timelines and deliverables.
Policy Expertise: Deep understanding of error handling policy and regulatory expectations.
Communication: Strong written and verbal communication skills, particularly in preparing documentation for senior stakeholders.
Stakeholder Influence: Ability to engage and influence across Compliance, Risk, and business lines.
Analytical Thinking: Skilled in identifying root causes, trends, and improvement opportunities.
Risk Escalation: Proactive in identifying and escalating risks to ensure timely resolution. Knowledge of regulatory requirements (e.g. CPC, Consumer Duty, FCA, GDPR) is an advantage.

Why Join Us?

Be part of a purpose-driven team focused on delivering fair outcomes for customers.
Work in a collaborative environment with opportunities for growth and development.
Help shape and improve processes that make a real difference.

Location: Arklow. 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.

This position is not eligible for visa sponsorship.

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.