Customer Service Advisor (Hiring Immediately)
Company: USAA
Location: Colorado Springs
Posted on: July 10, 2025
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Job Description:
Why USAA? At USAA, our mission is to empower our members to
achieve financial security through highly competitive products,
exceptional service and trusted advice. We seek to be the 1 choice
for the military community and their families. Embrace a fulfilling
career at USAA, where our core values – honesty, integrity, loyalty
and service – define how we treat each other and our members. Be
part of what truly makes us special and impactful. The Opportunity
We are seeking a talented Director, Bank Claims Investigations and
Recovery. In this role, you will lead 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 claims 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 productivity metrics aligned to business scorecards.
Fosters 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 the
following locations: San Antonio, TX, Phoenix, AZ, Tampa, FL,
Colorado Springs, CO, Charlotte, NC, Plano, TX or Chesapeake, VA.
Relocation assistance is not available for this position. What
you'll do: - Provides oversight for the end-to-end process of bank
disputes and resolutions. - Ensures bank dispute operations is
efficiently utilizing allocated resources and effective in terms of
meeting member, organizational and regulatory requirements. -
Maintains knowledge of relevant regulatory environment to ensure
compliance across areas of responsibility, and identifies,
develops, and recommends improvements to Disputes Fraud and
Non-Fraud processes and service delivery across all channels. -
Leads functional projects, programs, and initiatives through
successful execution and implementation. - Responsible for
oversight of budgets and forecasts based upon the approved
operational plan and vision. - Directs department resources across
all units to achieve service and relationship goals, to include
internal employees, contractors and offshore third-party vendors. -
Ensures controls are completed in adherence to guidelines and
timelines; may own or assist with the mitigation and closure of
internal Issues. - Interacts with and responds on a regular basis
to both internal and external audit and regulatory examination
teams. - 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, 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. - 8 years of related experience in
bank operations to include program/project management, process
improvement, or business analysis. - 4 years of operational risk
experience in a highly regulatory environment. - 3 years direct
team lead or management experience providing coaching, development
and/or leadership in a team-oriented environment. - 3 years of
experience working with Federal Regulations as it relates to Fraud
and Disputes, specifically knowledge of Regulation E, Regulation Z
and/or UDAAP. - Strong leadership, motivational, and interpersonal
skills. - Advanced experience handling customer complaints and
disputes related to Deposit or Credit Card accounts. -
Comprehensive understanding of end-to-end process for Fraud and
Non-Fraud Credit Card, Debit Card and Deposit transactional
disputes. What sets you apart: - Experience leading Regulation E
fraud and non-fraud investigation teams, consistently exceeding
performance targets. - Subject matter expert in NACHA, Zelle and
Visa network rules, with a proven ability to optimize recoveries. -
Experience optimizing controls and exception functions within fraud
and non-fraud claims environment. - Proven ability to effectively
presented recommendations, and strategic insights to senior
leadership. - Ability to apply critical thinking to analyze and
improve claims operations. - U.S. military experience through
military service or a military spouse/domestic partner.
Compensation range: The salary range for this position is: $103,450
- $197,730. USAA does not provide visa sponsorship for this role.
Please do not apply for this role if at any time (now or in the
future) you will need immigration support (i.e., H-1B, TN, STEM OPT
Training Plans, etc.). 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. Employees may be eligible for
pay incentives based on overall corporate and individual
performance and at the discretion of the USAA Board of Directors.
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. 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, 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.
Keywords: USAA, Aurora , Customer Service Advisor (Hiring Immediately), Accounting, Auditing , Colorado Springs, Colorado