Join USAA as the Director of Bank Claims Investigations & Recovery, leading teams to protect the financial interests of members by investigating complex claims. This role emphasizes compliance, operational efficiency, and team development within a flexible work environment.
Key Responsibilities
Oversight for the end-to-end process of bank disputes and resolutions
Ensure efficient utilization of resources and compliance with requirements
Maintain knowledge of relevant regulations and recommend process improvements
Lead functional projects and oversee budgets and forecasts
Direct department resources to achieve service goals
Ensure adherence to controls and mitigate internal issues
Interact with internal and external audit teams
Build and manage a high performing team
Identify, measure, monitor, and control risks associated with business activities
Required Qualifications
Bachelor’s degree OR 4 years of related experience in lieu of a degree
8 years of related experience in bank operations including program/project management
4 years of operational risk experience in a highly regulatory environment
3 years direct team lead or management experience
3 years of experience with Federal Regulations related to Fraud and Disputes
Strong leadership, motivational, and interpersonal skills
Advanced experience handling customer complaints and disputes
Comprehensive understanding of end-to-end process for Fraud and Non-Fraud Disputes
Preferred Qualifications
Experience leading Regulation E fraud investigation teams
Subject matter expert in NACHA, Zelle and Visa network rules
Experience optimizing controls within fraud claims environment
Proven ability to present recommendations to senior leadership
Ability to apply critical thinking to analyze claims operations
U.S. military experience or a military spouse/domestic partner
Benefits & Perks
Comprehensive medical, dental, and vision plans401(k) and pensionLife insuranceParental benefits and adoption assistancePaid time off program with paid holidays16 paid volunteer hoursVarious wellness programsCareer path planning and continuing education