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 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!

As a dedicated Director of Bank Business Process Consultant in Disputes, you will direct managers who manage 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. Fosters collaboration and leads Disputes employees and teams to achieve a shared member service vision. Organizes and leads the execution of Disputes operational and strategic business plans.

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, 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

• Maintains knowledge of relevant regulatory environment to ensure compliance across areas of responsibility.
• Identifies, develops, and recommends improvements to Disputes products, processes, and service delivery across all channels to include QA analysis and review while ensuring all QA findings are addressed and completed within compliance targets.
• Ensures compliance attestations are completed in adherence to guidelines and timelines. Responsible for completing required control testing.
• Responsible for developing and executing business processes/plans, control testing, budgets and forecasts based upon enterprise and Disputes operational plan and vision.
• Leads functional projects, programs, and initiatives. Communicate project plans and organizes and champions related changes by eliminating roadblocks to successful implementation.
• Ensures that dispute operations are efficient in terms of resources and effective in terms of meeting member, organizational and regulatory requirements.
• Directs department resources across all units to achieve service and relationship goals. Includes leading internal employees, contractors and managing third party vendor relationships.
• Interacts and responds on a regular basis to both internal and external audit and regulatory examination teams.
• Builds and manages a team of people leaders and professionals by recruiting, training, coaching, and developing and managing performance.
• 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.
• 8 years of related experience in bank operations to include program/project management, process improvement, or business analysis.
• 3 years direct team lead or management experience providing coaching, development and/or leadership in a team-oriented environment.
• Strong leadership, motivational, and interpersonal skills.
• Previous experience with handling customer complaints and disputes related to debit, credit, and deposit accounts.
• Demonstrated understating of applicable state and federal regulations, as they relate to disputed transactions.
• Knowledge of federal laws, rules, and regulations to include: TILA/REG Z– Billing errors, Reg E – Error resolution, UDAAP.

What sets you apart:

• US military experience through military service or a military spouse/domestic partner
• Bank Financial Crimes Experience
• Experience with knowledge of core risk management programs including Risk and Control Self-Assessment (RCSA), Control Testing, Issue Management, and Business Risk Indicators etc.
• 1st or 2nd Line of Defense (LOD) experience developing, implementing, and executing strong control process
• Knowledge of federal laws, rules, regulations, and applicable guidance to area supported for example: BSA/AML, REG E, UDAAP/UDAP, TILA/REG Z, SCRA, and FCRA

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: $99,160 - $178,480.

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.

--s-p-m1--

By applying, you consent to your information being transmitted by Monster to the Employer, as data controller, through the Employer’s data processor SonicJobs.
See USAA Privacy Policy at https://www.usaa.com/privacy/ and SonicJobs Privacy Policy at https://www.sonicjobs.com/us/privacy-policy and Terms of Use at https://www.sonicjobs.com/us/terms-conditions