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

Manages and drives creation of the Bank Fraud and Non-Fraud Disputes Center of Excellence, within Bank Contact Center, and in strong partnership with Bank Claims Operations. Leads team of over 500 contact center employees who will be trained as subject matter experts in handling Bank Fraud and Non-Fraud Disputes member servicing. Responsible and accountable for achieving Enterprise standards for Contact Center compliance process and technical adherence throughout their organization. Executes the defined strategy and leads the Bank Fraud and Non-Fraud Disputes COE teams in a continuous effort to improve the member experience. Explores member feedback and data from the member experience and maps member feedback and behavior to identify pain points and new opportunities. Serves as a coach and mentor to leaders within Bank Contact Center, leading by example and focusing on creating the best member experiences. Provides and instills an attitude of caring and empathy toward the concerns of our members and employees to deliver exceptional customer service. Develops a deep understanding of the current member experiences, the competitive environment, current state gaps, and develops and recommends innovative solutions for continuous improvement. Executes operational expectations for a complex contact center environment (average speed of answer, occupancy, shrinkage, average handle time, member satisfaction, etc.). Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

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, Colorado Springs, CO, Charlotte, NC, Tampa Fl, or Phoenix, AZ. Occasional Travel will be required.

What you’ll do:

Leads the design, execution and implementation of USAA’s Fraud Operations organization and strategy.
Leads the day-to-day operations of the fraud detection areas – including core business processes and technologies in alignment with compliance policies and procedures.
Executes projects and business process improvement initiatives required to achieve defined business outcomes.
Partners, collaborates, and influences effectively across the enterprise product leaders as well as the line of business leaders to ensure they are considering fraud implications.
Identifies and tracks fraud violations for the enterprise.
Collaborates with industry partners and peers to identify new fraud strategies and technologies, discusses fraud trends and effective mitigation tactics.
Builds and oversees a team of internal and external third-party service providers for fraud operations 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 in fraud operations to include prevention, detection, operational risk, credit risk, regulatory adherence, funds availability, and/or model development within a financial services organization.
4 years of people leadership experience in building, managing and/or developing high-performing teams.
Demonstrated experience, knowledge and exposure to bank regulations, particularly Reg E, Reg CC, UDAAP, FACTA, and Reg Z.
Demonstrated experience collaborating with key resources and stakeholders, influencing decisions and managing work to achieve strategic goals.
Strong written and verbal communication skills, including the ability to communicate technical analyses to a non-technical audience.
Knowledge of federal laws, rules, and regulations to include: Reg CC and Reg E.

What sets you apart:

Experience in Claims operations (fraud & non fraud dispute).
5 years of experience in claims operations/risk.
5 years or more in leadership within a large and/or multi-site contact center.
Experience Driving transformational change in large call center environment.
3 years of experience developing strategy and executing very large-scale programs requiring data analytics and driving enterprise-wide improvements.

What we offer:

Compensation:

The salary range for this position is: $169,880.00-305,780.

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.

Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the USAA Board of Directors.

Long Term Incentive Plan: Cash payment for Executive level roles only, representing a cash payment which is both time and performance based.

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.

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.

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.

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.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

Long Term Incentive Plan: Cash payment for Executive level roles only, representing a cash payment which is both time and performance based.

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.

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.

ED, Bank Fraud and Non-Fraud Disputes Center of Excellence