AVP, Fraud Operations

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 Fraud Operations Executive, you will lead and develop the delivery of Fraud programs, strategies, and teams ensuring that USAA establishes, deepens, and retains a best-in-class fraud prevention and detection posture in a complex and highly regulated environment. Accountable for the development, implementation, and execution of a multi-year strategic vision for the Fraud Operations teams. Protects USAA’s brand and reputation within assigned Fraud Operations functional areas including but not limited to fraud operations, fraud advisory, fraud detection, operations, and recovery. Leverages a data-driven approach in decision-making and managing fraud risk while championing a culture of process excellence, disciplined utilization of key performance indicators and key risk indicators for continuous improvement and effective risk management.

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, OR Charlotte, NC.

What you’ll do:

• Accountable for the design, execution and implementation of USAA’s fraud operations organization and strategy, considering USAA’s broader business strategy and complex regulations and supervisory expectations, including how they apply in a matrixed environment.

• Accountable for operating within established fraud policies and guidelines, in accordance with applicable laws, regulations, compliance policies and procedures, and supervisory guidance, including those related to consumer protection.

• Responsible for the management of existing and emerging risk, compliance, and control issues in the operating environment, concurrent with implementing actions to mitigate business impact.

• Responsible for developing and implementing processes to enhance the member complaint process for members, who have been impacted by fraud

• Develops and implements Member education and awareness programs.

• Accountable for driving efficiency, automation and straight through processing to benefit the member and support an efficient operation

• Drives achievement of Member service and performance metrics through the deployment of effective optimization tactics.  Develops and implements industry-leading Member needs assessment processes; ensures development and adherence to a robust feedback loop

• Accountable for the development, implementation and execution of enterprise-wide fraud processes, tools and technologies that enhance customer experience, optimize customer education, and ensure seamless recovery efforts and fraud loss mitigation.

• Communicates effectively, collaborates with, influences, and informs senior leaders including risk management, enterprise compliance, and internal audit on matters pertaining to fraud threats, risks and mitigation initiatives.

• Promotes, facilitates, and sponsors fraud opportunities in support of major improvements to processes and systems.

• Accountable for the teams that identify, measure, track and control fraud violations for the enterprise and reports fraud risks to executive leadership in a manner that meets compliance and regulatory requirements.

• Briefs senior management on member trends, reputational risks, action plans and resolution pertaining to fraud claims and activity.

• Builds and oversees a team of employees through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.

• 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 experience developing strategies and managing major initiatives within a complex matrixed environment pertaining to: Fraud operations, to include prevention, detection and/or investigative aspects of fraud and/or Bank operational risk, to include credit risk, regulatory adherence, funds availability, and/or model development within a financial s