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!

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.

The Opportunity

As a dedicated Manager, Bank Dispute Operations, you will directly lead teams responsible for protecting the financial interests of USAA and our members by conducting investigations of member claims, researching, analyzing, and processing dispute inquiries for financial transactions related to debit, credit, deposit accounts, in an attempt to recover funds for the member in accordance with all Regulatory Requirements and Association rules. Cultivate collaboration and lead Disputes employees and teams to achieve a shared member service vision.

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.

What you'll do:

• Maintain knowledge of relevant regulatory environment to ensure compliance across area of responsibility.
• Supervise Disputes processes and find opportunities to improve operational effectiveness and performance standards to ensure that operations are efficient in terms of resources and effective in terms of meeting member and organizational requirements.
• Be responsible for and monitor day to day transaction processing and/or servicing in order to achieve optimal efficiency by leading workload volumes, staffing, training needs, and identifying and implementing appropriate solutions.
• Complete compliance attestations and provide results to leadership.
• Handle resources across all teams to achieve service and relationship goals to include supervision of internal employees, contractors and managing third party vendor relationships.
• Develop and execute operational scorecards to monitor and achieve compliance and production goals for Dispute operations team.
• Build and manage a hard-working team of professionals by staffing, training, coaching, and developing and managing performance.
• Provide required documentation to both internal and external audit and regulatory examination teams as requested.
• Ensure risks associated with business activities are effectively identified, measured, supervised, 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 related experience in bank operations to include program/project management, process improvement, or business analysis.  
• 2 years of direct team lead or management experience providing coaching, development and/or leadership in a team-oriented environment.
• Demonstrated understating of applicable state and federal regulations, as they relate to disputed transactions.
• Knowledge of federal laws,

What sets you apart:

• 3-5 years of direct experience handling Reg E and/or Reg Z fraud or non-fraud disputes.

• Strong leadership, influential and communication skills.
• Experience managing staff within a highly complex, detail oriented, and fast paced environment.
• Detailed knowledge of Reg E and Reg Z regulations and associated requirement.
• Demonstrated ability to collaborate across multiple teams and functions.

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- $147,190.

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.

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