Administration & Customer Service Advisor

Why USAA?

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. br>

We believe in our core values of honesty, integrity, loyalty and service. 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.

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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.

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.
• 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; li>
• 6 years of related experience in bank operations to include program / project management, process improvement, or business analysis.
• 3-5 years of direct experience handling Reg E and / or Reg Z fraud or non-fraud disputes.
• Experience managing staff within a highly complex, detail oriented, and fast paced environment.

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. b>

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. p>

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled.

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.< /