Fraud Governance Advisor Senior - Member Insights and Education

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

Join our growing team as we work to become an industry leader in Fraud Governance Advisor Senior for Member Insights and Education. Our mission is to empower, educate, and advocate for our members while enhancing their ability to protect themselves against fraud and scams. As a Fraud Governance Advisor Senior for Member Insights and Education, you will play a key role in shaping, executing, and monitoring the member advocacy strategy, focusing on fraud prevention, education, and internal team alignment.

If you are passionate about member education and want to be part of a team focused on protecting our members from financial crime, we encourage you to apply and help us lead the charge in this critical mission.

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, Phoenix, AZ, or Charlotte, NC.

As a dedicated Fraud Governance Advisor Senior for Member Insights and Education you will establish, execute, and governs fraud management activities related to member experience and communications to include risk assessments, policies, frameworks, standards, processes, and tools as a first line of defense function. The Financial Crimes Member Experience Advisor Lead serves as a fraud risk management subject matter expert to ensure the bank fraud training program(s), member experience and communications, documents, projects, programs, processes, and product initiatives comply with regulatory, legal requirements, and fraud policies and standards. Partners and collaborates with the lines of business, Compliance and Risk Management, Audit Services, Legal, and Regulators.

Key Responsibilities: **

• Design Proactive Outreach Strategy: Design and lead a member-focused fraud awareness strategy across all service channels, collaborating with Communications, Marketing, and Product
• Adapt Content with Fraud Trends Insights: Establish a feedback loop with Omnichannel, Fraud Detection, Claims and external channels to keep outreach responsive to real-time fraud trends and member needs.
• Integrate Security Tips into Product and Service Journeys: Embed fraud prevention guidance within key member interactions to deliver context-specific security tips.
• Build Community Partnerships: Strengthen relationships with industry groups, USAA Education Foundation, and Military Affairs to broaden fraud prevention efforts.
• Measure Outreach Effectiveness: Set and track metrics to evaluate reach, engagement, and impact, using insights to refine and innovate strategies.

What you'll do:

• Leads cross-functional team members in strategic development, implementation, and execution of highly complex or unique fraud risk management workstreams, projects and solutions.
• Provides thought leadership and subject matter expertise to guide the strategic direction of fraud risk requirements on business action plans, projects or operational requests based on regulatory guidance.
• Applies a holistic understanding of fraud risk management requirements, policies, laws, and regulations to business strategies, programs, and solutions. Anticipates how the organization must adapt to changes in the industry to sustain competitive advantage.
• Oversees the execution of risk assessments with business partners and the lines of business to include root cause analysis to determine impact and solutions.
• Anticipates and identifies operational inefficiencies and emerging fraud management risks, compliance, and control issues in the operating environment, concurrent with implementing action plans to mitigate business impact.
• Provides technical guidance of a complex or unique nature to functional areas within Enterprise Fraud Management on regulatory requirements and requests to ensure proper execution of conduct examinations. May oversee regulatory requirements and requests and/or conduct examinations.
• Serves as a primary resource to team members and to cross-functional teams in support of fraud-based initiatives.
• Regularly briefs executive management on enterprise projects and initiatives that may impact fraud risk.
• Anticipates future training needs tied to fraud risk management through understanding regulatory and