Fraud Member Resolution Escalation Analyst Senior

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, 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. You will apply deep product and system knowledge to conduct highly sophisticated dispute reviews across and responses to consumer and regulatory complaints, media inquiries, and litigation requests across multiple bank or investment products, payment types, and fraud categories. You will be required to develop accurate, compliant, and consistent documentary evidence to support fraud review decisions provided to members, senior leaders, and regulatory agencies. Your detailed review and research will support fraud operations and alleviate negative impacts to members and USAA by demonstrating a data driven approach in decision making and managing fraud risk. You will champion a culture of passionate member advocacy, process excellence, and risk management, while seeking opportunities to optimize fraud resolution processes and improve 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, Phoenix, AZ, Charlotte, NC, or Tampa, FL.

Relocation assistance is not available for this position.

What you'll do:

• Identify gaps and evaluates quality standards, measurements, and operational improvements to ensure they are aligned with internal practices and regulatory requirements.

• Analyze 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.

• Perform independent assessments/audits to identify training needs and improvement opportunities for program effectiveness.

• Develop, recommend, and implement training programs, materials, and events to meet quality requirements, ensure compliance with legal standards, and align with CoSA and Enterprise strategy.

• Serve as a functional expert and coach to peers and team members and acts as a resource for raised issues of an unusual nature.

• Develop, and recommend improvements and/or changes to Quality Management governance and control standards to include Key Performance Indicators for reporting, actioning, and raising to leadership.

• Assist with the development of the quality automation and technology journey with key business partners.

• Monitor the sustainment of changes within the organization in compliance with USAA’s Change Management methodology.

• Ensure risks associated with business activities are identified, measured, 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.

• Demonstrates critical thinking, influences through subject matter expertise, provides root cause analysis for applicable business issues, and approaches work with a result and production-oriented attitude.

• Working 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:

• Working knowledge of the bank regulatory requirements as it pertains to fraud risk management and payments such as Reg E, Reg Z, and UDAAP.

• Ex