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At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all our employees served in our nation’s military, but we all share in the mission to give back to those who did. We’re working as one to build a great experience and make a real impact for our members.We believe in our core values of honesty, integrity, loyalty, and service. They’re what guides everything we do – from how we treat our members to how we treat each other. Come be a part of what makes us so special!
What you will do:
As a Manager on the Fraud Member Resolution Escalation Team, you will improve the member experience and reduce reputational risk by leading a team of subject matter experts who will help identify fraud trends, and surface opportunities to proactively address member pain points, improve fraud resolution policies and assist members with achieving a timely, simple, and efficient resolution to their fraud event. This role will include working with Fraud leadership to ideate, define and execute on initiatives including working with internal and external partners to conduct fraud reviews, and respond to consumer and regulatory complaints, media inquiries, and litigation requests. You will help champion a culture of passionate member advocacy, process excellence, and risk management, while identifying opportunities to optimize fraud resolution processes.
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, or Tampa, FL. Relocation assistance is not available for this position.
This position can work remotely in the continental U.S. with occasional business travel.
The Opportunity
Manages a team responsible for developing and implementing quality assurance/control programs to ensure effective and efficient policies, processes, and procedures are aligned and followed. Conducts quality reviews and delivers results to appropriate stakeholders and develops action plans for success. Develops employees through regular coaching and feedback that leads to improved results.
Tasks:
Holds responsibility for recruiting, developing, and retaining high-performing team dedicated to quality management, compliance and risk control monitoring and evaluation efforts.
Manages employee performance and facilitates professional development and career progression.
Ensures employees understand how the tasks they perform help mitigate risk and protect the brand and reputation of USAA.
Plans, develops, executes, and monitors all Quality and Affiliate evaluation processes and procedures as well as specialty evaluation requests, ad-hoc studies and projects.
Manages, supports, and calibrates to delivers evaluation results and analysis to various stakeholders and internal/external customers.
Provides recommendations to process and product owners for improvements based on industry best practices and regulatory/compliance standards.
Provides guidance and support related to various review and evaluation aspects, including but not, limited to assisting with action plans and follow-up on plan execution. Identifies opportunities to automate/streamline quality and compliance efforts.
Creates a collaborative environment that fosters cross-functional communication, both internal and external to CoSA, for collective success towards attainment of strategic/tactical quality and compliance objectives.
Achieves optimal productivity through managing workload volumes, staffing, training needs, and identifying and implementing appropriate quality reviews/evaluations performance standards.
Reviews evaluations performed, territories, methods of inspection and Affiliate relationships to ensure quality processes are relevant and business risks are mitigated.
May serves as the SME for policies, procedures, practices and expertise for CoSA/Affiliate Quality and Reinspection Programs.
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 fraud detection or investigations experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
6 years of progressive related experience in a quality assurance, control role within a financial services industry, combined with customer service, operations, or processing experience in relevant industry.
2 years of direct team lead, supervisory or management experience.
Strong communication skills with demonstrated ability to deliver presentations and communicate information in a way that is easily understood by varying audiences.
Advanced understanding of the quality assurance discipline and demonstrated application of knowledge, skills and abilities towards work products and deliverables.
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:
2 years of Leadership experience in fraud detection or investigations at a financial institution.
4 years of demonstrated experience in end-to-end analysis and interpretation of financial data to identify trends and patterns including requirement gathering and documentation, operational planning and forecasting, data analytics, or current/future state analysis, in direct support of business planning initiatives and optimization of business operations.
Strong understanding of fraud threat vectors, technologies, and effective mitigation tactics
Strong understanding of the bank regulatory requirements as it pertains to fraud risk management and payments such as Reg CC, E, F, Z, V and other applicable laws and regulations with regards to fraud prevention, detection, recovery, and investigations.
Expert knowledge of Microsoft Office
Experience working with regulatory agencies.
Experience working with litigation requests.
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: $89,990-$172,000.
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.
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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.
