Director – Bank Claims Investigations & Recovery
| Company | USAA |
|---|---|
| Location | Tampa, FL, USA, Colorado Springs, CO, USA, Plano, TX, USA, Chesapeake, VA, USA, Charlotte, NC, USA, San Antonio, TX, USA, Phoenix, AZ, USA |
| Salary | $103450 – $197730 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- 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.
- 8 years of related experience in bank operations to include program/project management, process improvement, or business analysis.
- 4 years of operational risk experience in a highly regulatory environment.
- 3 years direct team lead or management experience providing coaching, development and/or leadership in a team-oriented environment.
- 3 years of experience working with Federal Regulations as it relates to Fraud and Disputes, specifically knowledge of Regulation E, Regulation Z and/or UDAAP.
- Strong leadership, motivational, and interpersonal skills.
- Advanced experience handling customer complaints and disputes related to Deposit or Credit Card accounts.
- Comprehensive understanding of end-to-end process for Fraud and Non-Fraud Credit Card, Debit Card and Deposit transactional disputes.
Responsibilities
- Provides oversight for the end-to-end process of bank disputes and resolutions.
- Ensures bank dispute operations is efficiently utilizing allocated resources and effective in terms of meeting member, organizational and regulatory requirements.
- Maintains knowledge of relevant regulatory environment to ensure compliance across areas of responsibility, and identifies, develops, and recommends improvements to Disputes Fraud and Non-Fraud processes and service delivery across all channels.
- Leads functional projects, programs, and initiatives through successful execution and implementation.
- Responsible for oversight of budgets and forecasts based upon the approved operational plan and vision.
- Directs department resources across all units to achieve service and relationship goals, to include internal employees, contractors and offshore third-party vendors.
- Ensures controls are completed in adherence to guidelines and timelines; may own or assist with the mitigation and closure of internal Issues.
- Interacts with and responds on a regular basis to both internal and external audit and regulatory examination teams.
- Builds and manages a high performing team through hiring activities, mentoring, training, coaching, and development of direct reports.
- Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Preferred Qualifications
- Experience leading Regulation E fraud and non-fraud investigation teams, consistently exceeding performance targets.
- Subject matter expert in NACHA, Zelle and Visa network rules, with a proven ability to optimize recoveries.
- Experience optimizing controls and exception functions within fraud and non-fraud claims environment.
- Proven ability to effectively present recommendations, and strategic insights to senior leadership.
- Ability to apply critical thinking to analyze and improve claims operations.
- U.S. military experience through military service or a military spouse/domestic partner.