Mid-Level

HFA Client Support Relationship Manager

Hopkins, US, Owensboro · On-site

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

The HFA Client Support Relationship Manager serves as a primary liaison between U.S. Bank, Housing Finance Agencies (HFAs), and participating lenders, delivering exceptional relationship management, onboarding, training, operational support, and issue resolution. This role is responsible for ensuring lenders successfully navigate U.S. Bank's underwriting, purchasing, compliance, and technology platforms while maintaining strong partnerships with HFAs and internal business partners.

The position supports new lender onboarding, develops and delivers training programs, provides subject matter expertise on HFA products, policies, and systems, and serves as a key resource for lender inquiries, escalations, and operational challenges. The role also collaborates with HFA leadership and cross-functional teams to drive process improvements, enhance lender engagement, streamline workflows, and support compliance and purchasing initiatives.

Success in this role requires strong relationship management, communication, problem-solving, and organizational skills, along with the ability to manage multiple priorities while providing responsive service to lenders, HFAs, and internal stakeholders. The incumbent plays a critical role in supporting lender satisfaction, operational efficiency, and the continued growth and success of U.S. Bank's HFA business.

Basic Qualifications

Bachelor’s degree, or equivalent work experience
Typically four or more years of related experience

Preferred Skills/Experience

Thorough knowledge of policies, plans, procedures, products and regulatory requirements for assigned business unit
Ability to conduct an analysis of a business need, including scheduling meetings, planning agendas and conferring with business line leaders
Good understanding of project management and testing methodology and procedures
Ability to develop test schedules, review testing plans, track test issues and report on test results
Strong analytical and forecasting skills
Ability to manage multiple tasks/projects and deadlines simultaneously
Ability to work as part of a project team
Effective verbal and written presentation and communication skills
Proficient computer navigation skills using a variety of software packages including Microsoft Office applications

Additional Job Description

This role will support our relationships with HFA agencies and lenders.

These functions may include:

Manage onboarding for all newly approved HFA Lenders.
Train new and existing lender users in the U.S. Bank underwriting and purchase process as well as the systems used in those processes.
Collaborate with agencies to provide U.S. Bank representation and requested content to that agency’s lender base.
Work with HFA Senior Leadership on projects designed to streamline compliance, review, and purchasing processes.
Assist in basic troubleshooting of system access or technological performance issues with HFA Lenders.
Take care of any lender contacts needed from our Client Administration team regarding yearly recertification and related projects.
Support internal teams with any requests for lender or agency contact for escalated loan level issues.
Perform lender and agency analysis to improve workflow and operating efficiency.
Operate as subject matter expert in the development of communication and training tools to ensure a high level of awareness of policies, plans, procedures as projects require.
Back up CSE
Provide Reports and Scorecards when requested by either Lender, HFA, CSE

Daily Tasks:

Review and submit Credit and SLA exceptions
Review and submit Condo Rush requests
Provide information on U.S. Bank’s guidelines for lenders and HFAs
Provide instructions on how to access the HFA Lending Guide and how to navigate it
Provide IT support for the HFA Lending Guide and Lender Portal
Submit credential set ups and password resets for Lender Portal
Review and respond to lender complaints or concerns, escalating as necessary
Advise lenders on training options from the HFA and U.S Bank
Answer prospective lender inquiries (minimum channel requirements, delegation requirements, and connecting them with Lender Management and their prospective agency contacts)
Routing various questions to HFA contact groups
Work any other incoming lender, HFA, and internal emails

Weekly Tasks:

Participate in regularly scheduled team, HFA, and agency meetings (Fannie, Freddie and individual HFA meetings)
Participate in miscellaneous/individual HFA meetings
Reach out to newly approved lenders for an introduction and offer training and set up
Schedule, plan, and facilitate individual lender training sessions (new lenders and refresher training)
Review the 1102 report and reach out as needed to HFAs with over 30 loans on the list or loans that are over 60 days. Offer to check out files and pull docs to cure the HFA’s deficiencies.
Participate in general lender calls for various reasons
Work with Fulfillment on compliance or review issues from lenders or HFAs
Work servicing requests

Monthly or as needed:

Plan and facilitate HFA specific large group presentations, working with fulfillment and the HFA
Create presentations or resources for HFAs to provide their lenders
Respond to RFP questions related to my role and Client Admin in general
Review the HFA Lending Guide for errors or inaccuracies
Create training videos
Work with CMO to create/update the HFA Onboarding PowerPoint
Collaborate with Client Admin to get all lender recertifications submitted by the deadline, including emailing and calling individual lenders
Work with HFA Reporting to provide lenders with applicable/requested reporting
Re-distribute particularly important Bulletins/Seller Guide updates to lenders
Various other projects as requested

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: $71,400.00 - $84,000.00

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.