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 Fraud Member Resolution Escalation Team Senior, you will work under minimal direction and serve as an informal subject matter resource for identifying fraud trends, vulnerabilities, and opportunities to proactively address member difficulties, improve fraud resolution policies, procedures, and processes to mitigate risk and protect USAA’s brand and reputation. You will apply deep product and system knowledge to conduct highly sophisticated fraud reviews across and responses to consumer and regulatory complaints, media inquiries, and litigation requests across multiple bank or investment products, payment types, and fraud categories. You will be required to develop accurate, compliant, and consistent documentary evidence to support fraud review decisions provided to members, senior leaders, and regulatory agencies. Your detailed review and research will support fraud operations and alleviate negative impacts to members and USAA by demonstrating a data driven approach in decision making and managing fraud risk. You will champion a culture of passionate member advocacy, process excellence, and risk management, while seeking opportunities to optimize fraud resolution processes and improve the member and employee experience.
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, Colorado Springs, CO, 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

Responsible for developing, implementing, and maintaining quality assurance/control programs which ensure policies, processes, and procedures are driven consistently, align with internal objectives, and follow external regulations. Implements and delivers results of quality assurance assessments, initiatives, and studies to collaborators and recommends and develops action plans for success.

What you'll do:

• Identifies gaps and evaluates quality standards, measurements, and process improvements to ensure they are aligned with internal practices and regulatory requirements.
• Analyzes trends, identifies root cause of process gaps or issues and develops recommendations of key work products and participates in the delivery of results to leaders and collaborators.
• Performs independent assessments/audits to identify training needs and improvement opportunities for program effectiveness.
• Develops, recommends, and implements training programs, materials, and events to meet quality requirements, ensure compliance with legal standards, and align with CoSA and Enterprise strategy.
• Serves as a functional expert and coach to peers and team members and acts as a resource for intensified issues of an unusual nature.
• Develops, and recommends improvements and/or changes to Quality Management governance and control standards to include KPIs for reporting, actioning, and escalating to leadership.
• Assists with the development of the Quality automation and technology journey with key business partners.
• Supervises the sustainment of changes within the organization in compliance with USAA’s Change Management methodology.
• Ensures risks associated with business activities are optimally identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures.

What you have:

• Bachelor’s Degree OR 4 years of fraud detection or investigations experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 6 or more years progressive operations or process experience in the financial services.
• 2 years of quality assurance/control, or quality improvement experience to include developing, implementing, and maintaining quality assurance/ control/testing programs.
• Intermediate knowledge of quality assurance analytical methods and tools.
• Demonstrates critical thinking, influences through subject matter expertise, provides root cause analysis for applicable business issues, and approaches work with a result and production-oriented attitude.
• Knowledge of federal laws, rules, regulations, and applicable guidance to include: UDAAP, TILA/REG Z, BSA/AML, Reg P, Reg E, Reg CC, OCC Heightened Standards.

What sets you apart:

• US military experience through military service or a military spouse/domestic partner
• Experience in/or supporting Fraud within a Financial Institution
• Advanced knowledge of fraud threat vectors, technologies, and effective mitigation tactics.
• Experience working with regulatory agencies and litigation requests.

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.