Quality Assurance Specialist Senior - Disputes

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!

The Opportunity

As a dedicated Quality Assurance Specialist Senior for Disputes, you will support USAA's financial strength through measurement, analysis, and review of quality assurance and compliance related business processes. Responsible for implementing quality assurance and first-level reviews of business processes which involve reviewing documentation to ensure activities are in line with USAA's policies and procedures. Identifies and manages existing and emerging risks and ensures these risks are optimally identified, measured, monitored, and controlled. In addition, this role is responsible for pulling and reviewing reports and managing research queries for Managers or other internal customers. Participates in the planning, execution, and delivery of quality assurance related initiatives.

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, Tampa, FL.

Relocation assistance is not available for this position.

What you'll do:

• Performs quality evaluations to be used as internal controls reported to CoSA Management, Enterprise Partners, and/or Executive Leadership.
• Coordinates end-to-end support with compliance, legal, business leaders, and/or other internal partners.
• Performs specific targeted testing and monitoring of designated processes and transactional activity.
• Serves as a primary resource to less experienced team members and/or cross functional team members; advises on escalated, complex or issues of an outstanding nature and navigates obstacles.
• Evaluates for accuracy, compliance, and consistent execution of internal processes and regulations to mitigate risk and protect brand and reputation.
• Collaborates effectively with leaders and internal partners to execute quality assurance activities. Coordinates with internal partners to meet compliance requirements and mitigate risk.
• Acquires and applies knowledge of the regulatory landscape to ensure accurate compliance with laws and internal processes are followed.
• Proactively analyzes, identifies, and interprets data to ensure compliance and monitor trends. Anticipates business needs and partners to address issues.
• Monitors success measurements.
• Resolves critical issues and drives consistency related to evaluation results and findings.
• Uses quality methods and tools to identify, analyze, improve, and implement business solutions.
• Recommends and facilitates policy and procedural changes.
• 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 related work experience in a quality assurance role within a financial services industry, combined with customer service, operations, or processing experience in relevant industry.
• Strong communication skills with demonstrated ability to deliver presentations and communicate information in a way that is easily understood by varying audiences.
• Knowledge of relevant processes, procedures, and internal policies with experience in delivering training and serving as an effective resource to team members.
• Knowledge of federal laws, rules, regulations, and applicable guidance 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
• 4+ years Quality Assurance or regulatory work experience.
• 4+ years working knowledge of Regulation E and Regulation Z dispute processing.
• 2+ years in a leadership position providing guidance, feedback, and training related to disputes.
• 2+ years of experience in DCC, EWL, Portal/Conversant, Fidelity, and Visa Online. Experience in First Track or Salesforce is a plus.

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: $67,220 - $121,000.

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.