Customer Service Advisor at USAA

Why USAA?

Let’s do something that really matters.

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of 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!

The Opportunity

We are currently seeking 2 dedicated Bank Disputes Specialist to participate in Hiring Our Heroes (HOH) Fellowship Cohort 25-1 with USAA. The HOH Fellowship Program builds an extraordinary experience for transitioning service members, veterans, and military spouses that increase competitiveness and improve opportunities to find meaningful employment by providing development, skills, and exposure to corporate working environment and private sector business operations. HOH Fellowship Programs are best-in-class workforce development programs that are cohort based and twelve weeks in duration.

As a participant in the Military Fellowship Program, we understand that in most cases Fellows are ending their active service commitments and actively relocating. Therefore, while participating in the Fellowship program, Fellows are authorized to work remotely. If selected for full time employment, 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, Tampa, FL. Relocation assistance is not available for this position.

Within defined guidelines and framework, protects 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). Attempts to recover funds in accordance with payment association rules (Visa, Amex, NACHA, Zelle, etc.). Engages in customer service activities to satisfy member requests and provide dispute resolution outcomes. Operates in a highly regulated environment where performance is measured by quality and productivity metrics aligned to business scorecards.

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.

What you'll do:

• Under direct supervision, completes reasonable investigations of moderately complex Fraud and Non-Fraud Credit Card, Debit Card and Deposit transactional disputes while consistently ensuring regulatory compliance.
• Utilizes 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.
• Processes recovery attempts through chargebacks, representments and arbitrations.
• Processes account credits/debits when necessary, in accordance with regulatory requirements.
• Documents 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.
• 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:

• Current participant in the 25-1 Hiring our Heroes (HOH) Cohort or a current USAA contractor in the Non-Direct, 24-3 HOH program
• 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 with Fraud Investigations
• 1 year experience working in Debit Card non-fraud

What we offer:

Hiring Our Heroes Fellows are paid by the HOH program.

If selected for a full-time role, 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 hiring range for this position is: $43,680 - $66,390.

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

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.