Business Support Analyst Senior - Bank Member Complaints

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

As a dedicated Business Support Analyst Senior, you will Support the business by analyzing and evaluating relevant complex business data, information, metrics and processes to identify opportunities and solutions to business plan development and optimization of business operations.

Responsible for supporting key functions and providing recommendations to achieve current and future business strategy needs / objectives.

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.

What you'll do :

• Develops and maintains an understanding of overall complex business functions with in-depth knowledge of specific areas / functions and related activities.
• Provides expertise in development of business goals and objectives to exploit all distribution channels, leverage use of data, and simplify processes.
• Provides operational support on current complex processes and supports business operations and management in identifying opportunities and solutions to meet current and future business needs.
• Validates information and interfaces with other departments to include presentations of documented findings, alternatives and recommended actions.
• Participates in the planning, research, analysis, development, and implementation of new and modifications to existing applications and processes to provide new or improved capabilities, products, and / or services.
• Maintains broad system knowledge, stays current on all system enhancements, identifies training needs and implements plans.
• Maintains broad business knowledge, stays current on key business strategies & initiatives and identifies opportunities for support and enablement.
• Assists with the documentation of new and revised departmental procedures.
• Gathers information for complex processes, analyzes data and trends, identifies root causes, and develops work products.
• Serves as a resource to team members on escalated issues of a routine nature.
• Reviews and analyzes reports and provides recommendations to improve matrix and reporting controls,
• Develops and analyzes additional ad-hoc reports as needed by Management and or Regulatory Agencies.
• Contributes on policies, standards, risk management and controls related to relevant processes.
• 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.
• 6 years of experience in end-to-end analysis and / or operations experience, including : requirement gathering and documentation, operational planning and forecasting, data analytics, or current / future state analysis, in direct support of business planning initiatives and optimization of business operations.
• Advanced knowledge in a wide variety of systems coordination, process / product review initiatives and the development of management information requirements for related business functions.
• Knowledge of business operations and systems / business requirements processes.
• Experience facilitating and driving collaboration to common understanding of business requirements and driving standard enterprise-wide business processes.
• Knowledge of business analysis tools for ex : MS Visio MS Excel, Tableau, SQL.

What sets you apart :

• 3+ years recent experience with member complaints program including oversight.
• 4+ years recent experience processing / analyzing member feedback data.
• 3+ years recent experience with creation of reporting and providing insights for reporting to senior management.
• Understanding of Tableau.
• Strong communication skills with business partners.

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 : $89,990 - $172,000 .

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.