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Quality Assurance Advisor Senior - Fraud

Company: USAA
Location: Phoenix
Posted on: July 9, 2024

Job Description:

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 Quality Assurance Advisor Senior for Fraud, you will be responsible for developing, implementing, and maintaining quality assurance/control programs which ensure policies, processes, and procedures are driven consistently, align with internal objectives, and stay in sync with external regulations. Implement and deliver results of quality assurance assessments, initiatives, and studies to partners and recommends and develops action plans for success.

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, Phoenix, AZ, Charlotte, NC, or Tampa, FL.

Relocation assistance is not available for this position.The Opportunity

  • Identifies gaps and evaluates quality standards, measurements, and process improvements to ensure they are aligned with internal practices and regulatory requirements.
  • Analyzes trends, identifies root cause of process gaps or issues and develops recommendations of key work products and participates in the delivery of results to leaders and stakeholders.
  • Performs independent assessments/audits to identify training needs and improvement opportunities for program efficiency.
  • Develops, recommends, and implements training programs, materials, and events to meet quality requirements, ensure compliance with legal standards, and align with CoSA and Enterprise strategy.
  • Serves as a functional expert and coach to peers and team members and acts as a resource for escalated issues of an unusual nature.
  • Develops, and recommends improvements and/or changes to Quality Management governance and control standards to include KPIs for reporting, actioning, and escalating to leadership.
  • Assists with the development of the Quality automation and technology journey with key business partners.
  • Monitors the sustainment of changes within the organization in compliance with USAA's Change Management methodology.
  • Ensures risks associated with business activities are optimally 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.
    • 6 or more years progressive operations or process experience in the financial services, insurance, or relevant industry.
    • 2 years of quality assurance/control, or quality improvement experience to include developing, implementing, and maintaining quality assurance/ control/testing programs.
    • Intermediate knowledge of quality assurance analytical methods and tools.
    • Demonstrates critical thinking, influences through subject matter expertise, provides root cause analysis for applicable business issues, and approaches work with a result and production-oriented approach.
    • Knowledge of federal laws, rules, regulations, and applicable guidance to include: UDAAP, TILA/REG Z, BSA/AML, Reg P, Reg E, Reg CC, OCC Heightened Standards.What sets you apart:
      • US military experience through military service or a military spouse/domestic partner
      • 6 years of experience in Fraud Operations (Detections, Investigations, Recovery, and/or Anti Money Laundering), excluding fraud call center
      • 6 years of experience conducting root cause analysis
      • Proficient knowledge analyzing data and developing data driven support analysis reports for executive leadership
      • Professional experience writing business proceduresThe 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: $81,770 - $147,190.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 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, Phoenix , Quality Assurance Advisor Senior - Fraud, Other , Phoenix, Arizona

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