Director, Bank Claims Investigations & Recovery

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

We are seeking a talented Director, Bank Claims Investigations and Recovery.  In this role, you will lead teams responsible for protecting the financial interests of USAA and our members by thoroughly investigating and resolving complex and moderately complex fraud and non-fraud transactional claims filed by members on their credit cards, debit cards and deposit accounts in compliance with federal and state Laws, Rules, and Regulations (LRRs). Attempts to recover funds in accordance with payment association rules (Visa, Amex, NACHA, Zelle, etc.). Operates in a highly regulated environment where performance is measured by quality and productivity metrics aligned to business scorecards. Fosters collaboration and leads Disputes employees and teams to achieve a shared member service vision. Organizes and leads the execution of Disputes operational and strategic business plans.

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 the following locations: San Antonio, TX, Phoenix, AZ, Tampa, FL, Colorado Springs, CO, Charlotte, NC, Plano, TX or Chesapeake, VA.

Relocation assistance is not available for this position.

What you'll do:

• Provides oversight for the end-to-end process of bank disputes and resolutions.
• Ensures bank dispute operations is efficiently utilizing allocated resources and effective in terms of meeting member, organizational and regulatory requirements.
• Maintains knowledge of relevant regulatory environment to ensure compliance across areas of responsibility, and identifies, develops, and recommends improvements to Disputes Fraud and Non-Fraud processes and service delivery across all channels.
• Leads functional projects, programs, and initiatives through successful execution and implementation.
• Responsible for oversight of budgets and forecasts based upon the approved operational plan and vision.
• Directs department resources across all units to achieve service and relationship goals, to include internal employees, contractors and offshore third-party vendors.
• Ensures controls are completed in adherence to guidelines and timelines; may own or assist with the mitigation and closure of internal Issues.
• Interacts with and responds on a regular basis to both internal and external audit and regulatory examination teams.
• Builds and manages a high performing team through hiring activities, mentoring, training, coaching, and development of direct reports.
• 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.
• 8 years of related experience in bank operations to include program/project management, process improvement, or business analysis.
• 4 years of operational risk experience in a highly regulatory environment.
• 3 years direct team lead or management experience providing coaching, development and/or leadership in a team-oriented environment.
• 3 years of experience working with Federal Regulations as it relates to Fraud and Disputes, specifically knowledge of Regulation E, Regulation Z and/or UDAAP.
• Strong leadership, motivational, and interpersonal skills.
• Advanced experience handling customer complaints and disputes related to Deposit or Credit Card accounts.
• Comprehensive understanding of end-to-end process for Fraud and Non-Fraud Credit Card, Debit Card and Deposit transactional disputes.

What sets you apart:

• Experience leading Regulation E fraud and non-fraud investigation teams, consistently exceeding performance targets.
• Subject matter expert in NACHA, Zelle and Visa network rules, with a proven ability to optimize recoveries.
• Experience optimizing controls and exception functions within fraud and non-fraud claims environment.
• Proven ability to effectively presented recommendations, and strategic insights to senior leadership.
• Ability to apply critical thinking to analyze and improve claims operations.