For nearly 13 years, Kelsey Nelson has built her career at U.S. Bank around one simple idea: the right people make all the difference. As a recruiter specializing in hard-to-fill roles, her work happens largely behind the scenes — but its impact reaches customers every day.

Nelson is part of a sourcing team that supports the business, in partnership with recruiters, across the bank. When a role proves especially challenging to fill — whether that’s because it requires a niche skill set, has been open for an extended time or simply hasn’t attracted the right applicants — Nelson engages in the search to find the right talent.

“My job is to find people for hard-to-fill roles,” she said. “That’s usually when it comes to our team.”

Unlike traditional recruiting, which often focuses on inbound applications, Nelson spends much of her time reaching out to passive candidates — professionals who aren’t actively job hunting but may be a great fit. She searches widely, using LinkedIn, internal talent sourcing and various software tools and online platforms.

“I’ll look under any rock for the right person,” she said.

What motivates her is more than filling positions, Nelson said. It’s telling the story of the bank and finding people who connect with its purpose.

“I really enjoy reaching out to passive talent, telling our story and getting them excited about considering a role at U.S. Bank,” Nelson said. “I’ve had a great experience here, and I’m excited to share that.”

When evaluating candidates, Nelson said she looks beyond technical skills. She’s especially focused on whether someone is driven by customer care, a quality she sees as essential to helping clients succeed.

“What has stood out to me at U.S. Bank is how much people care,” she said. “We care about our colleagues and we care about our customers.”

That mindset matters, she said, whether someone is building technology, developing products or working in audit or other supporting functions. Even roles that don’t interact directly with customers play a critical part in helping small and medium-sized businesses grow and helping individuals manage and build their wealth.

Nelson said she’s always watching for great customer service when she’s out and about. In one instance at a local U.S. Bank branch, she overheard a banker carefully helping a customer of limited means decide how much money to withdraw to make it to their next paycheck.

“That kind of care — understanding the person’s situation and taking the extra step — is what great customer service looks like,” she said. “That’s the kind of person you want here.”

The most rewarding part of her job, Nelson said, is connecting the right person with the right team at the right time. She still hears from people she helped hire years ago.

“I had someone message me around her one-year mark and tell me she’s grateful every day that I reached out,” Nelson said. “You can’t really beat that feeling.”

Over time, she’s even seen candidates she once recruited grow into leaders who now ask for her help building their own teams — a full-circle reminder of how talent shapes the bank’s future.

“I’ve really loved my career at U.S. Bank,” Nelson said. “I’m always proud to talk about it and share that with people.”

Learn more about careers at U.S. Bank.