Customer Service Advisor - Phoenix Arizona

Company: USAA
Location: Phoenix, Arizona
Posted On: 01/19/2025

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 Manager, Bank Disputes Investigations & Recovery, you will directly manage teams responsible for protecting the financial interests of USAA and our members by thoroughly investigating and resolving complex and moderately complex fraud and non-fraud transactional disputes filed by members on their credit cards, debit cards and deposit accounts in compliance with federal and state Laws, Rules, and Regulations (LRRs). Attempts to recover funds in accordance with payment association rules (Visa, Amex, NACHA, Zelle, etc.). Operates in a highly regulated environment where performance is measured by quality and efficiency metrics aligned to business scorecards. Fosters collaboration and leads 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. This position can be based in one of the following locations: San Antonio, TX, Phoenix, AZ, or Tampa, FL.

Relocation assistance is not available for this position. The Opportunity

• Leads a team of Disputes Specialists responsible for researching and investigating complex and moderately complex Fraud or Non-Fraud Credit Card, Debit Card, or Deposit transactional disputes; ensures investigations into these disputes are conducted efficiently and accurately.
• Drives performance through the management of operational scorecards which includes open adherence, production, quality, complaints, and loss mitigation metrics.
• Effectively researches, analyzes, and intensifies concerns to Disputes Leadership.
• Establishes and maintains positive relationships with Disputes Leadership and Business Partners including Legal and Compliance.
• Makes operational improvement recommendations based on knowledge and expertise of the disputes' lifecycle.
• Maintains knowledge of relevant regulatory environment to ensure compliance across area of responsibility and identifies potential vulnerabilities in the bank's dispute resolution process.
• Fulfills requests for documentation or conducts walkthroughs for internal and external audit and regulatory examinations.
• Builds and manages a high performing team through hiring activities, mentoring, training, coaching, and development of direct reports.
• Ensures 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; 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 related experience in bank operations to include program/project management, process improvement, or business analysis.
  • 3 years of operational risk experience in a highly regulatory environment.
  • 2 years of direct team lead or management experience providing coaching, development and/or leadership in a team-oriented environment.
  • Sophisticated experience handling customer complaints and disputes related to Deposit or Credit Card accounts.
  • Demonstrated ability to develop and maintain strong relationships with Disputes Leadership and Business Partners including Legal and Compliance.
  • Knowledge of Federal Banking Regulations to include Regulation E, Regulation Z and/or UDAAP.What sets you apart:
    • US military experience through military service or a military spouse/domestic partner
    • 3-5 years of direct experience handling Reg E and/or Reg Z fraud or non-fraud disputes.
    • Strong leadership, influential and communication skills.
    • Experience managing staff within a highly sophisticated, detail oriented, and fast paced environment.
    • Detailed knowledge of Reg E and Reg Z regulations and associated requirement.
    • Demonstrated ability to collaborate across multiple teams and functions.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: $85,040 - $153,080.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 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 and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, national origin, age, disability, genetic information, protected veteran status, or any other legally protected characteristic. More...

          

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