Principal, Fraud Member Experience & Complaints Management

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 Principal, Fraud Member Experience & Complaints Management you will independently and regularly delivers effective, specialized regulatory solutions and advises on key compliance issues to senior executive leaders for the assigned line of business. Provides leadership and direction on highly complex and unique matters of significance leveraging deep subject matter expertise and thought leadership. Partners with and engages Legal, Enterprise Compliance, Risk and IT partners on the development and implementation of regulatory Risk mitigation strategies and solutions for first line of defense. Measurably increases organizational Risk controls and compliance. Provides leadership and direction to ensure processes and procedures are in place to effectively monitor and manage regulatory Risk.

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, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, or Tampa, FL. Relocation assistance is not available for this position.

This position can work remotely in the continental U.S. with occasional business travel.

The Opportunity

What you'll do:

• Oversees, guides and drives the implementation, development, and maintenance of Risk Management solutions, enabling awareness of changes in the regulatory environment and management of downstream impacts.
• Stays current on laws, regulations and industry standards and serves as a trusted strategic advisor and thought leader to senior leadership, EC and/or Board members. May independently provide advice directly to the line of business President.
• Collaborates with a cross-functional team across enterprise, to include Compliance, Risk, Legal and IT partners to lead the design, development and implementation of strategic, technical and non-technical solutions that protect and minimize regulatory Risk.
• Demonstrates expert-level thought leadership towards strategy development and applies technical subject-matter-expertise to produce innovative solutions for complex work deliverables in support of departmental initiatives.
• Supports and engages, as appropriate, in discussions with relevant regulators (e.g. Federal Reserve, OCC, CFPB, FDIC) on the business regulatory Risk control program and results.
• Oversees Risk and/or quality control improvements and drives strategic mitigation recommendations for major initiatives as appropriate, including project activities, related integrations, strategic activities, and large system/process improvements.
• Responsible for long-term initiatives, ad hoc requests, issues, and on-going Risk management responsibilities.
• Consults for other business units on control design to address strategic, operational, financial and regulatory Risks.
• Establishes and monitors key performance and Risk indicators/metrics to assist with the early identification of Risk trends.
• Responsible for the governance, administration of compliance and operational documents and for the governance, maintenance and enforcement of operating procedures.
• 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.
• 10 years of Risk Management, Audit, and/or Compliance experience within a financial services industry to include 6 years of specific SME experience and accountability for designing and implementing Risk management technical and non-technical strategies and solutions.
• Working knowledge/experience with IT in developing, designing and implementing technical solutions.
• Strong understanding of business operations and management, to include end-to-end processes and organizational dependencies.
• Extensive experience and knowledge of compliance laws, rules, and regulations including relevant industry best practices and subject matter expertise across a broad range of financial products and services to meet regulatory guidelines.
• Mastery of Risk management consulting skills to include gathering and synthesizing business requirements and communicating and/or facilitating constructive opportunities to a variety of audience levels such as the executive council, legal counsel, law enforcement, regulators, and examiners.
• Executive-level mastery of property & casualty insurance or banking regulatory requirements, Risk management principles and operational Risk concepts.
• Demonstrated ability to successfully navigate and operate across multiple levels of a large, highly matrixed organization.
• Ability to build rapport with key partners and interface with businesses and functions in order to facilitate the successful implementation of Compliance Risk Management Programs.
• Strong understanding of Risk and corporate governance practices, and the functions of a three lines of defense Risk management structure.
• Demonstrated subject matter expertise of enterprise Risk and compliance frameworks, policy development and implementation.
• Knowledge of federal laws, rules, regulations, and applicable guidance to area supported for example: OCC Heightened Standards, BSA/AML, REG E, UDAAP/UDAP, TILA/REG Z, SCRA, FCRA, MLA.
  
  

What sets you apart:

• Significant experience & demonstrated success leading escalation response teams for executive level complaints related to Financial Crimes
• Demonstrated success reducing risk and improving client/member experience utilizing complaint’s theme analysis to drive strategic change within LOB
• Experience with regulatory Agency engagement, audit & exam management
• US military experience through military service or a military spouse/domestic partner
  
  

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: $138,230-$264,200.

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 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.