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Fraud Member Resolution Escalation Analyst I

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 Fraud Member Resolution Analyst I, 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. Delivers results of quality assurance assessments, studies, and initiatives to partners and recommends the best course of action 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, 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 OpportunityAs a Fraud Member Resolution Escalation Team, Level I, you will apply multiple applications to conduct fraud reviews and mitigation activities, and will respond to consumer and regulatory complaints, media inquiries, and litigation requests while adhering to all applicable requirements and deadlines. You will be required to develop accurate, compliant, and consistent documentary evidence to support fraud review decisions provided to members, senior leaders, and regulatory agencies. Your detailed review and research will support fraud operations and alleviate negative impacts to members and USAA by demonstrating a data driven approach in decision making and managing fraud risk. You will champion a culture of hardworking member advocacy, process excellence, and risk management, while seeking opportunities to optimize fraud resolution processes and improve the member and employee experience.What you'll do:

  • Develops and implements training programs, materials, and events to meet quality requirements, ensure compliance with legal standards, and align with CoSA/LOB and Enterprise strategy.
  • Develops, recommends, implements, and monitors, materials and events to meet quality requirements.
  • Serves as a resource to team members and/or business and identifies appropriate issues for escalation.
  • Conducts analysis/audits and partners with peers to make recommendations of business solutions and/or key work products.
  • Develops, documents, and maintains Quality Management governance and controls standards, such as KPIs.
  • Generates reports and participates in the delivery of results to leaders and collaborators.
  • Ensures risks associated with business activities are optimally identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures.What you have:
    • Bachelor's Degree OR 4 years of fraud detection or investigations experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
    • 4 or more years progressive operations or process experience in the financial services, insurance, or relevant industry
    • Experience identifying problems/trends and developing and recommending solutions for business issues.
    • Demonstrates critical thinking, influences through subject matter expertise, provides data analysis for applicable business issues, and approaches work with a result and production-oriented attitude.
    • Knowledge of federal laws, rules, regulations, and applicable mentorship 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
      • Experience in fraud detection or investigations at a financial institution
      • Proficient level knowledge of fraud threat vectors, technologies, and effective mitigation tactics
      • Experience working with regulatory agencies and litigation requests.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: $74,210 - $133,570.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 , Fraud Member Resolution Escalation Analyst I, Professions , Phoenix, Arizona

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