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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!

The Opportunity

As a dedicated Director, Bank Disputes Operation you will advise managers who 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, to recover funds for the member in accordance with all Regulatory Requirements and Association rules. Champions 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, Phoenix, AZ, Tampa (Crosstown), FL. Relocation assistance is not available for this position.

What you'll do:

• 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 performing business processes/plans, control testing, budgets and forecasts based upon enterprise and Disputes operational plan and vision.

• Leads functional projects, programs, and initiatives. Communicates project plans and prioritizes 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.

• Advises department resources across all units to achieve service and relationship goals. Includes leading internal employees, contractors, and handling third party vendor relationships.

• Interacts and responds on a regular basis to both internal and external audit and regulatory examination teams.

• Builds and leads a team of people leaders and professionals by recruiting, training, mentor, and developing and handling performance.

• Ensures risks associated with business activities are successfully 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.

• 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 communication 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.

• Strong understanding of disputes (fraud/non fraud) for Regulation E and/or Regulation Z.

• Experience overseeing controls and/or exception functions.

• Critical thinker with the ability to influence change across processes/products.

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 - $189,530 .

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.

If you are an existing USAA employee, please use the internal career site in OneSource to apply.

Please do not type your first and last name in all caps.

Find your purpose. Join our mission.

USAA is unlike any other financial services organization. The mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. We do this by upholding the highest standards and ensuring that our corporate business activities and individual employee conduct reflect good judgment and common sense, and are consistent with our core values of service, loyalty, honesty and integrity.

USAA attributes its long-standing success to its most valuable resource: our 35,000 employees. They are the heart and soul of our member-service culture. When you join us, you'll become part of a thriving community committed to going above for those who have gone beyond: the men and women of the U.S. military, their associates and their families. In order to play a role on our team, you don't have to be connected to the military yourself – you just need to share our passion for serving our more than 13 million members.

USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.

California applicants, please review our HR CCPA - Notice at Collection (https://statmcstg.usaa.com/mcontent/static_assets/Media/enterprise_hr_cpra_notice_at_collection.pdf) here.

USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.