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 of 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!

The Opportunity

This type of role is often designated as a Sensitive Position. Sensitive Positions are those positions in which individuals have the authority and ability to conduct in-scope activities (movement of USAA or Member funds) as defined within the Enterprise Sensitive Positions Mandatory Time-Away Compliance Policy. Employees in Sensitive Positions are required to fulfill a Mandatory Time-Away (MTA) requirement of 10 consecutive business days each calendar year.

As a dedicated Bank Disputes representative, you will, under direct supervision, protect the financial interests of USAA and their members by conducting investigations of member claims, researching, analyzing, and processing dispute inquiries for financial transactions related to debit, credit, deposit accounts, in an attempt to recover funds for the member in accordance with all Regulatory Requirements and Association rules. Engage in customer service activities to determine member needs and provide appropriate resolutions. Operate in a strong compliance and risk management environment where performance is measured while ensuring constant support of USAA’s commitment to our members.

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, or Tampa, FL. 

Relocation assistance is not available for this position.

Work Schedule - Monday - Friday 7:00 am - 6:00 pm local time
Training - 3 weeks - 8:00 am - 5:00 pm CST

What you'll do:

• Utilizes growing knowledge of bank card rules and Federal Regulation to accurately identify issues and determine the best solution to recover funds.

• For routine and moderately complex member disputes, processes the issuance and removal of provisional credit, and issuance of permanent credit to member accounts as needed. Responsible for determining card holder liability based on results of reasonable investigation and removal of associated credits.

• Documents the results of the case in the appropriate case management system (DCC, EWL, First Track, ODOC, etc.).

• Maintains compliance, quality and productivity standards that are aligned with individual scorecards.

• 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:

• High School Diploma or General Equivalency Diploma required.

• 1 year of customer contact experience in a financial services organization to include dispute processing and/or conflict resolution.

• 1 year of analytical problem-solving experience.

• Experience working under Banking Regulations and Bank Card Association Rules to include Reg E and/or Reg Z, as well as UDAAP and all applicable financial regulations. 

• Experience working in specific systems and tools (to include Windows operating system environment, Microsoft Office, Fidelity and/or Visa Online). 

• Knowledge of federal laws, rules, and regulations to include: TILA/REG Z– Billing errors, Reg E – Error resolution, UDAAP.

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: $43,60.00- $66,390.00

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.

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