Manager, Member Debt Solutions - Bank

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

The person in this role will oversee the teams responsible for loss mitigation activities; manage staff and provide leadership and direction to reporting team. They will monitor workload and staff to ensure workflow is maintained in accordance with department standards and regulatory timeframes. The person will work closely with leadership team to achieve department and organization goals. They will be responsible for adherence based on OCC and CFPB expectations and establish effective oversight, controls and reporting. The person will also manage and monitor operating process and procedures for loss mitigation and non-retention options.

As a dedicated Manager, Member Debt Solutions-Bank, you will lead a team responsible for protecting the financial interests of USAA to support Default Services, Repossession, Collections Support, Credit Bureau Dispute, or other collection efforts for all levels of delinquency. Motivates staff toward the attainment of departmental goals and develops employees through regular coaching and feedback that leads to improved results. Ensures compliance with all prescribed internal policies and all applicable regulatory requirements.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based in San Antonio. Relocation assistance is not available for this position.

What you'll do:

• Maintains knowledge of relevant regulatory environment to ensure compliance across area of responsibility.
• Maintains advanced knowledge of changes in regulations, and the industry that may impact operations.
• Manages third party vendor relationships.
• Oversees and monitors team’s day-to-day operations and represents the department on initiatives and projects.
• Designs and implements operating procedures that provide improved member service and enhanced internal efficiencies.
• May serve as project sponsor or business manager in special projects or initiatives.
• May respond to regulatory inquiries and/or internal inquiries as necessary.
• Builds and oversees a team of internal employees and contractors within Member Debt Solutions through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
• 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:

• 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 years of experience in collections, financial services, or experience within the Banking industry.
• 2 years of direct team lead, supervisory or management experience required.
• Deep understanding of Collections Operations.
• Strong written and verbal communication skills.
• Knowledge of federal laws, rules, and regulations to include: SCRA, FDCPA, State Collection Laws, TCPA, UDAAP/UDAP.

What sets you apart:

• 5+ years experience in the financial services industry in one or more of the following areas: Loss Mitigation or Real Estate and/or HELOC processes.
• 2+ years of experience with regulatory compliance, policies / procedures and issue management processes to include partnering with Legal, Compliance, and Risk Management Business Partners.
• 4 years of leading projects or management experience.
• Demonstrated ability to drive change and lead teams through transformation.
• Strong knowledge of current practices, procedures and regulations/laws related to loss mitigation.

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 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 and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, national origin, age, disability, genetic information, protected veteran status, or any other legally protected characteristic.