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 our 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 resolution. Operate in a strong compliance and risk management environment where performance is measured while ensuring constant support of USAA’s commitment to our members. Maintain compliance, quality and productivity standards that are aligned with individual scorecards.

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:

• Researches and resolves complex member disputes, including high volume merchants, related to Debit, Credit, and Deposit Accounts while consistently ensuring regulatory compliance. Communicates the results of dispute inquiries to members.  Attests to the control work completion.

• Utilizes expert knowledge of bank card rules and Federal Regulations, as well as analytical problem-solving skills, to accurately identify issues and determine the best solution to recover funds.

• Provides prompt and accurate dispositioning of compliance/arbitration cases and uses sound judgment regarding the acceptance or filing of the item.

• For 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, Raptor, First Track, ODOC, etc.).

• Assists team members with investigation of dispute claims in accordance with rules and regulations within a prescribed time limit, using a high degree of accuracy.

• Provides guidance to peers resolving escalated member disputes. Conducts training of team members.

• Consults with executive management on special audits, studies and special projects, and Voice of member inquiries.

• May communicate with external agencies or merchants on behalf of members or management.

• 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.

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

• 3 years of experience analyzing trends, making recommendations for updates to policies, processes and procedures, and/or troubleshooting system defects.

• 2 years of experience consulting with Senior Leadership.

• 2 years of 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).

• Experience in conflict resolution and/or de-escalation.

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

What sets you apart:

• 2 years' experience working in bank disputes to include back office investigations and resolutions.

• 2 years' experience working in a leadership role to include coaching and developing.

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: $48,890.00 - $87,600.00.

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.