Fraud Member Resolution Escalation Team Senior- Bank

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.

The Opportunity

As a Fraud Member Resolution Escalation Team Senior- Bank you will work under minimal direction and serve as an informal subject matter resource for identifying fraud and dispute trends, vulnerabilities, and opportunities to proactively address member difficulties, improve fraud and dispute resolution policies, procedures, and processes to mitigate risk and protect USAA’s brand and reputation.

Your detailed review of fraud member complaints data and processes will support operational decisions and alleviate negative impacts to members and USAA by demonstrating a data driven approach to decision making and managing risk. You will champion a culture of passionate member advocacy, process excellence, and risk management, while seeking opportunities to optimize fraud resolution processes and improving the member and employee experience.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, Chesapeake, VA or Tampa, FL. Relocation assistance is not available for this position.

What you'll do:

• Identifies gaps and evaluates quality standards, measurements, and process improvements to ensure they are aligned with internal practices and regulatory requirements.
• Analyzes trends, identifies root cause of process gaps or issues and develops recommendations of key work products and participates in the delivery of results to leaders and partners.
• Performs independent assessments/audits to identify training needs and improvement opportunities for program efficiency.
• Develops, recommends, and implements training programs, materials, and events to meet quality requirements, ensure compliance with legal standards, and align with Bank and Enterprise strategy.
• Serves as a functional expert and mentor to peers and team members and acts as a resource for raised issues of an unusual nature.
• Develops, and recommends improvements and/or changes to Quality Management governance and control standards to include KPIs for reporting, actioning, and bringing up to leadership.
• Assists with the development of the Quality automation and technology journey with key business partners.
• Monitors the sustainment of changes within the organization in compliance with USAA’s Organizational Change methodology.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have:

• Bachelor��s Degree OR 4 years of fraud detection and dispute or investigations experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• Minimum 6 years’ progressive experience in the disputes processing, bank disputes (i.e., non-fraud, credit card, debit and deposit transaction disputes), and conflict resolution.
• Minimum 2 years’ quality assurance/control, or quality improvement experience to include developing, implementing, and maintaining quality assurance/ control/testing programs.
• Intermediate knowledge of quality assurance analytical methods and tools.
• Demonstrated critical thinking skills and the ability to influence others through subject matter expertise.
• Ability to provide root cause analysis for applicable business issues, and approaches work with a results and production-oriented mindset.
• Knowledge of federal laws, rules, regulations, and applicable guidance to include: UDAAP, TILA/REG Z, BSA/AML, Reg P, Reg E, Reg CC, OCC Heightened Standards.

What sets you apart:

• Bank Disputes experience.
• Bank complaints/member resolution experience.
• Working knowledge of bank fraud.
• Working knowledge of the bank regulatory requirements as it pertains to fraud risk management and payments such as Reg E, Reg Z, and UDAAP.
• Strong influential written and verbal communication skills.
• Expert knowledge of Microsoft Office.
• US military experience through military service or a military spouse/domestic partner

Compensation range: The salary range for this position is: $85,040 - $162,550.<