Fraud Member Resolution Escalation Team Senior- Bank
USAA
Phoenix, AZ
12 days ago
$85,040 - $162,550
Job Description
Join USAA as a Senior Fraud Member Resolution Specialist, where you'll lead initiatives to enhance fraud resolution processes and positively impact member experiences. Utilize your expertise to drive quality improvements and mitigate risks in a dynamic and supportive environment.
Key Responsibilities
Identify gaps and evaluate quality standards and process improvements
Analyze trends and identify root causes of process gaps
Perform independent assessments to identify training needs
Develop and implement training programs and materials
Serve as a functional expert and mentor
Recommend improvements to Quality Management governance
Monitor compliance with risk and compliance policies
Required Qualifications
Bachelor’s Degree or 4 years of fraud detection and dispute or investigations experience
Minimum 6 years’ progressive experience in disputes processing and conflict resolution
Minimum 2 years’ quality assurance/control or quality improvement experience
Intermediate knowledge of quality assurance analytical methods and tools
Demonstrated critical thinking skills
Knowledge of federal laws and regulations related to fraud
Preferred Qualifications
Experience with bank disputes
Experience in member resolution
Knowledge of bank fraud regulations
Strong written and verbal communication skills
Expert knowledge of Microsoft Office
US military experience or connection
Benefits & Perks
Comprehensive medical, dental, and vision plans401(k) and pensionLife insuranceParental benefits and adoption assistancePaid time off program with paid holidays and volunteer hoursCareer path planning and continuing education