USAA values a culture that is highly collaborative, and we have found that a hybrid work type helps employees gain the best of both worlds – collaborating in-person in the office and working from home. The actual onsite days are settled between each employee and the employee’s manager. Candidates must be within a commutable distance to our office in San Antonio, TX- Headquarters.
This job profile is designated as a Sensitive Position. Sensitive Positions are those positions in which individuals have the authority and ability to conduct in-scope activities (movement of USAA or Member funds) as defined within the Enterprise Sensitive Positions Mandatory Time-Away Compliance Policy. Employees in Sensitive Positions are required to fulfill a Mandatory Time-Away (MTA) requirement of 10 consecutive business days each calendar year.
Directly leads teams responsible for protecting the financial interests of USAA and our members by conducting reviews and root cause analysis of member complaints, issues, and reassertions. The team will investigation member claims, researching, analyzing, and processing dispute inquiries for financial transactions related to debit, credit, deposit accounts, in an attempt to recover funds for the member in accordance with all Regulatory Requirements and Association rules. Fosters collaboration and leads Disputes employees and teams to achieve a shared member service vision. Gathers information, analyzes data and trends and develop recommendations to improve business operations.
Job Requirements
Primary Responsibilities:
Identifies and manages existing and emerging risks that stem from business activities and the job role.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.
Follows written risk and compliance policies, standards, and procedures for business activities.
Maintains knowledge of relevant regulatory environment to ensure compliance across area of responsibility.
Monitors Disputes processes and identifies opportunities to improve operational effectiveness and performance standards to ensure that operations are efficient in terms of resources and effective in terms of meeting member and organizational requirements.
Oversees and monitors day to day transaction processing and/or servicing in order to achieve optimal productivity by managing workload volumes, staffing, training needs, and identifying and implementing appropriate solutions.
Completes compliance attestations and provides results to leadership.
Manages resources across all teams to achieve service and relationship goals to include supervision of internal employees, contractors and managing third party vendor relationships.
Develops and executes operational scorecards to monitor and achieve compliance and production goals for Dispute operations team.
Builds and leads a high performing team of professionals by staffing, training, coaching, and developing and running performance.
Provides required documentation to both internal and external audit and regulatory examination teams as requested.
Minimum Qualifications:
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.
6 years of related experience in bank operations to include program/project management, operational improvement, or business analysis.
2 years of direct team lead or management experience providing coaching, development and/or leadership in a team-oriented environment.
Demonstrated understanding of applicable state and federal regulations, as they relate to disputed transactions.
Knowledge of federal laws, rules, and regulations to include: TILA/REG Z– Billing errors, Reg E – Error resolution, UDAAP.
Preferred Qualifications:
Knowledge of business analysis tools for example MS Visio, MS Excel, Tableau
Effective Communication
Adaptability
The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.
Compensation:
USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The salary range for this position is: $80,200-$144,500 .
Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.
Benefits:
At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning, and continuing education assists employees with their professional goals.
For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.
Relocation assistance is not available for this position.
USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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