Customer Service Advisor

Why USAA?

The Opportunity

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.

As a dedicated Bank Disputes representative, you will, within defined guidelines and framework, protect the financial interests of USAA and our members by thoroughly investigating and resolving complex and moderately complex fraud and non-fraud transactional disputes filed by members on their credit cards, debit cards and deposit accounts in compliance with federal and state Laws, Rules, and Regulations (LRRs). Attempt to recover funds in accordance with payment association rules (Visa, Amex, NACHA, Zelle, etc.). Engage in customer service activities to satisfy member requests and provide dispute resolution outcomes. Operate in a highly regulated environment where performance is measured by quality and productivity metrics aligned to business scorecards.

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 Tampa, FL. 

Relocation assistance is not available for this position.

Work Schedule - Monday - Friday 7:00 am - 6:00 pm local time
Training - 3 weeks - 8:00 am - 5:00 pm CST

What you'll do:

• Under direct supervision, complete reasonable investigations of moderately complex Fraud and Non-Fraud Credit Card, Debit Card and Deposit transactional disputes while consistently ensuring regulatory compliance.

• Utilize developing problem-solving skills and knowledge of Laws, Rules and Regulations (LRRs) and payment association rules (Visa, Amex, NACHA, Zelle, etc.) to research, resolve and recovery funds for disputed activity.

• Responsible for determining card holder liability based on results of a reasonable investigation.

• Process recovery attempts through chargebacks, representment and arbitrations.

• Process account credits/debits when necessary, in accordance with regulatory requirements.

• Document the results of a reasonable investigation within the appropriate case management system.

• May contact members for additional information or when requested to assist with completing a reasonable investigation.

• May work control or exception functions associated with Fraud and Non-Fraud Credit Card, Debit Card and Deposit transactional disputes.

• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have:

• High School Diploma or General Equivalency Diploma required.

• 1 year of customer contact experience in a financial services organization to include dispute possessing and/or conflict resolution.

• 1 year of analytical problem-solving experience.

• Experience working under Federal Banking Regulations to include Regulation E, Regulation Z and/or UDAAP.

What sets you apart:

• Experience working in specific systems and tools (to include Windows operating system environment, Microsoft Office, Fidelity and/or Visa Online). 

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: $43,60.00- $66,390.00

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.