Director, Special Investigations Unit

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 Director of a Special Investigations Unit, you will be responsible for the Claims fraud investigation strategy, program management, regional management of investigative staff and the results achieved. You will develop investigative and other operational priorities, manages workload balance, develops staffing strategies, and evaluates operational results. You will ensure compliance with policies and procedures contributing to fraud control objectives, as well as compliance with state insurance fraud-related laws and regulations.

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: Phoenix, AZ, Tampa, FL or San Antonio, TX.

Relocation assistance is not available for this position.

What you'll do:

• Develop investigative and other operational priorities, manages workload balance, develops staffing strategies, and evaluates operational results.

• Create and maintain industry and other business relationships. 

• Direct claims investigative teams, ensure business performance and progress towards short- and long-term objectives.

• Develop and implement Claims Security operational plans/policies in conjunction with senior leadership.

• Consult with senior leadership on strategic direction for SIU.

• Identify emerging trends and develops new investigation programs and processes.

• Be responsible for communication and training tactics in support of new programs and processes.

• Regularly interact with and influence peers and executive management on significant operational issues.

• Be responsible for measuring and reporting on business outcomes for SIU strategy.

• Develop collaborative internal and external relationships with enterprise business partners, vendors, and industry groups.

• Coordinate Claims Security Quality Assurance program. 

• Be responsible for hiring, employee development, coaching, counseling, performance evaluation and all leadership and management related functions.

• Ensure 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 progressive related experience (i.e., claims, law enforcement, etc.) or 6 years of P&C experience plus military service experience.

• 3 years of direct team lead or management experience. 

• Demonstrated team leadership, cross-functional collaboration, building business solutions, and/or claims/investigation accountabilities.

• Experience using, interpreting, solutioning and leading with data.

• Proficiency at investigative protocols and procedures that would include compliant claims or fraud investigations to the specific state and regulatory requirements. 

• Possess in-depth knowledge of insurance policies and broad understanding of procedures related to SIU investigations.

• Capability to analyze data, conduct root causes analysis, identify root causes, and recommend action plans and strategies to overcome operational obstacles and achieve strategic targets. 

• Ability to act as a subject matter expert to the claims organization to provide guidance and advice on a wide range of fraud related risk and communicating effective courses of action.

• Skilled at presenting business recommendations in a professional format. 

What sets you apart:

• Proven experience leading a Special Investigations Unit (SIU) program.

• Strong understanding of advanced fraud analytics principles and methodologies.

• Demonstrated project management experience, with a track record of successful project completion.

• Experience managing and developing people leaders within Law Enforcement, Claims, or SIU environments.

• Established and extensive professional network within the Property & Casualty (P&C) insurance industry.