Senior Business Advisor (Complaints Management)

Why USAA?

The Opportunity

We are looking for a Business Advisor Senior for the Bank Member Experience & Complaints Program.

Advises stakeholders by providing business planning guidance to include research, development, planning and implementation of procedures and processes to increase business viability and ensure compliance and/or product competitiveness and profitable growth. Develops and implements solutions to influence business decisions for relevant CoSA or line(s) of business. Develops best in practice solutions to complex business challenges. Identifies opportunities to change, enhance, or streamline existing business projects and initiatives. Identifies regulatory and/or operational gaps within the experience to mitigate key risks associated with financial, reputational or member harm.

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. We may consider a work from home option.

What you'll do:

• Identifies compliance and/or profit growth opportunities and provides guidance on procedure and process improvements to influence business optimization.
• Leads teams and owns project management action plans, business rules analysis and development, product development and service delivery.
• Collaborates with enterprise partners to facilitate the development of business rules, requirements and artifacts for business projects and initiatives, and responsible for required documentation of business decisions.
• Responsible for monitoring risks within the internal control environment and advising on and recommending risk mitigation actions by collaborating with Compliance, Legal, Operational Risk Management, and Business Experience Owners.
• Coordinates training, communications and related activities for new processes, product updates etc. where changes may be more complex and/or may have cross-functional impact.
• May conduct root cause diagnostics of key processes, controls, regulatory requirements to identify and document these issues
• Monitors, develop and communicate audit testing, control testing and examination requests.
• Assists with development and management of operational reporting and provides trend analyses and solutions.
• 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.
• 6+ years of project management, process consulting, or business optimization planning experience within the financial services industry.
• Advanced knowledge of relevant industry technology applications, such as Salesforce, SharePoint, Portal, CRM, CBS, Fiserv, KDIM, Fidelity, Metric Stream or other industry related applications.
• Experience developing solutions and recommendations that will increase efficiency and improve business decisions, including managing performance and profitability, in adherence to risk and compliance guidelines.
• Knowledgeable in the applications of Agile process and procedures.
• Knowledge and application of risk management frameworks and regulatory requirements for applicable LOB.
• Demonstrated experience in developing communications and delivering key information effectively to stakeholders and all levels of management to influence decisions centered around business optimization.

What sets you apart:

• Deep experience in complaints program management in a large retail bank environment
• Experience in executing and/or leading Risk Control Self Assessments (RCSAs), issue management, and process efficiency programs
• Consistent track record to inspire change and collaborate with all levels of management
• Strong analytical, organizational, and problem-solving skills
• Experience with communicating and presenting key concepts to senior leadership, broad groups and team staff
• Consistent track record to craft, implement, and sustain oversight processes
• Third Party Vendor Oversight and Monitoring
• Data analysis
• Strong Critical thinking and root cause analysis skillset
• Ability to deliver executive level reporting
• Banking compliance and risk management experience
• US military experience through military service or a military spouse/domestic partner

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.

What we offer:

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 actual salary for this role may vary by location. The salary range for this position is: $81,770 - $156,290.

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, please visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

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.