Bank Disputes Specialist 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 dedicated Bank Disputes Specialist Senior, you will within defined guidelines and framework, protect the financial interests of USAA and our members by thoroughly investigating and resolving complex and moderately complex fraud and non-fraud transactional disputes 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.). Engages in customer service activities to satisfy member requests and provide dispute resolution outcomes. Operates in a highly regulated environment where performance is measured by quality and efficiency metrics aligned to business scorecards.  

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, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, Chesapeake, VA or Tampa, FL. Relocation assistance is not available for this position. 

What you'll do: 

• Under direct supervision, completes reasonable investigations of the most sophisticated Fraud and Non-Fraud Credit Card, Debit Card and Deposit transactional disputes while consistently ensuring regulatory compliance. 

• Applies analytical problem-solving skills, sound knowledge of Laws, Rules and Regulations (LRRs) and payment association rules (Visa, Amex, NACHA, Zelle, etc.) to research, resolve and recovery funds for disputed activity. 

• Responsible for resolving card holder liability based on results of a reasonable investigation. 

• Processes recovery attempts through chargebacks, representments and arbitrations. 

• Processes account credits/debits when vital, in accordance with regulatory requirements. 

• Details the results of a reasonable investigation within the appropriate case management system. 

• May work control or exception functions associated with Fraud and Non-Fraud Credit Card, Debit Card and Deposit transactional disputes. 

• Assists team members with reasonable investigations of sophisticated and moderately sophisticated Fraud and Non-Fraud Credit Card, Debit Card and Deposit transactional disputes, including issues. 

• Conducts training and process walkthroughs for team members and business partners. 

• Assists management with providing mentor and feedback to team members regarding compliance, quality and production standards. 

• Provides management with observations on trends to assist with developing recommendations that update/improve policies, processes and procedures, and/or troubleshooting system defects. 

• Ensures risks associated with business activities are effectively identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures. 

What you have: 

• High School Diploma or General Equivalency Diploma required. 

• 4 years of customer contact experience in a financial services organization to include dispute possessing and/or conflict resolution. 

• 3 years of experience analyzing trends, making recommendations for updates to policies, processes and procedures, and/or troubles