Fraud Member Resolution Escalation Team Senior- Bank
USAA
Tampa, FL
12 days ago
$85,040 - $162,550
Job Description
Join USAA as a Senior Fraud Member Resolution Escalation Team member, where you'll leverage your expertise to identify and resolve fraud and dispute challenges. This role focuses on data-driven decision-making to enhance member advocacy and improve processes while supporting the military community.
Key Responsibilities
Identify gaps and evaluate quality standards and process improvements
Analyze trends and develop recommendations for key work products
Perform independent assessments/audits to identify training needs
Develop and implement training programs to meet quality requirements
Serve as a functional expert and mentor to peers
Develop and recommend improvements to quality management governance
Assist with quality automation and technology initiatives
Monitor compliance with organizational change methodology
Ensure risks associated with business activities are effectively managed
Required Qualifications
Bachelor’s Degree or 4 years of fraud detection and dispute/investigations experience
Minimum 6 years’ 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
Critical thinking skills
Ability to provide root cause analysis
Knowledge of federal laws and regulations related to fraud and banking
Preferred Qualifications
Bank Disputes experience
Bank complaints/member resolution experience
Working knowledge of bank fraud
Knowledge of bank regulatory requirements related to fraud risk management
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 benefitsAdoption assistancePaid time off with holidays and volunteer hoursWellness programsCareer path planning and continuing education