Executive Director, Consumer Credit Reporting & Dispute Resolution

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 dedicated Executive Director, Consumer Credit Reporting & Disputes Resolution, you will provide strategic leadership and enterprise accountability for the oversight, accuracy, and integrity of consumer credit reporting and dispute resolution processes. This role leads a high-performing team responsible for ensuring compliance with regulatory standards, mitigating reputational and credit risk, and delivering timely, accurate reporting and responses to credit bureaus.

The Executive Director partners with senior leaders across Legal, Risk, Compliance, and Operations to shape policy, drive innovation, and ensure alignment with the bank’s strategic objectives. Champions process excellence and ownership, manages using key performance indicators, leads investment decisions, develops high-performing teams, and advocates the USAA mission throughout the Enterprise.

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 OR Phoenix, AZ. Relocation assistance is available for this position.

What you'll do:

• Defines and executes the strategic vision for the Consumer Credit Reporting and Dispute Resolution function. Aligns operational execution with enterprise goals, regulatory expectations, and customer trust imperatives.

• Leads day-to-day operations of Consumer Credit Reporting & Dispute Resolution teams and directs leaders responsible for ensuring that operations are efficient in terms of resources and effective in terms of meeting member experience and organizational and regulatory requirements.

• Manages risk, compliance, and control issues and implements actions for mitigation to potential risk issues and business impact for Bank’s Fair Credit Reporting Act (FCRA) program. Ensures full compliance with FCRA, Fair Debt Collection Practices Act (FDCPA), and other applicable laws, including FCRA 623 A&B.

• Engages with senior leaders across Risk, Compliance, Legal, and Strategy to ensure credit bureau policies and processes remain responsive to evolving regulatory and market conditions. Influences enterprise decision-making through data-driven insights and risk assessments.

• Oversees the tracking and analysis of dispute trends to identify emerging risks and operational inefficiencies. Partners with strategy and analytics teams to develop proactive countermeasures and process enhancements.

• Establishes and maintains performance metrics, taking corrective action and directing the implementation of solutions to bring process performance to the next level keeping the balance between providing an outstanding member experience and managing expenses.

• Leads responses to regulatory inquiries and internal audits. Represents the function in enterprise risk forums and ensure timely, transparent communication with executive stakeholders.

• Stays abreast of current market economic conditions, industry and regulatory development and trends, and competitors. Applies that knowledge to develop and implement operational strategies and make recommendations to senior leaders.

• Builds and oversees high performing teams through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities. Mentors and provides team members with training, coaching and development opportunities.

• 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 related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.

• 10 years of progressive experience developing enterprise-level strategies, leading complex initiatives, and delivering measurable outcomes within a highly regulated and/or financial services environment.

• 4 years of people leadership experience in building, managing and/or developing high-performing teams required. Demonstrated success in leading cross-functional initiatives and managing third-party vendors.

• Expert knowledge of cred