AVP, Fraud Operations

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.

The Opportunity

As a dedicated Fraud Operations Executive, you will lead and develop the delivery of Fraud programs, strategies, and teams ensuring that USAA establishes, deepens, and retains a best-in-class fraud prevention and detection posture in a complex and highly regulated environment. Accountable for the development, implementation, and execution of a multi-year strategic vision for the Fraud Operations teams. Protects USAA’s brand and reputation within assigned Fraud Operations functional areas including but not limited to fraud operations, fraud advisory, fraud detection, operations, and recovery. Leverages a data-driven approach in decision-making and managing fraud risk while championing a culture of process excellence, disciplined utilization of key performance indicators and key risk indicators for continuous improvement and effective risk management.

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 Charlotte, NC.

What you’ll do:

• Accountable for the design, execution and implementation of USAA’s fraud operations organization and strategy, considering USAA’s broader business strategy and complex regulations and supervisory expectations, including how they apply in a matrixed environment.

• Accountable for operating within established fraud policies and guidelines, in accordance with applicable laws, regulations, compliance policies and procedures, and supervisory guidance, including those related to consumer protection.

• Responsible for the management of existing and emerging risk, compliance, and control issues in the operating environment, concurrent with implementing actions to mitigate business impact.

• Responsible for developing and implementing processes to enhance the member complaint process for members, who have been impacted by fraud

• Develops and implements Member education and awareness programs.

• Accountable for driving efficiency, automation and straight through processing to benefit the member and support an efficient operation

• Drives achievement of Member service and performance metrics through the deployment of effective optimization tactics.  Develops and implements industry-leading Member needs assessment processes; ensures development and adherence to a robust feedback loop

• Accountable for the development, implementation and execution of enterprise-wide fraud processes, tools and technologies that enhance customer experience, optimize customer education, and ensure seamless recovery efforts and fraud loss mitigation.

• Communicates effectively, collaborates with, influences, and informs senior leaders including risk management, enterprise compliance, and internal audit on matters pertaining to fraud threats, risks and mitigation initiatives.

• Promotes, facilitates, and sponsors fraud opportunities in support of major improvements to processes and systems.

• Accountable for the teams that identify, measure, track and control fraud violations for the enterprise and reports fraud risks to executive leadership in a manner that meets compliance and regulatory requirements.

• Briefs senior management on member trends, reputational risks, action plans and resolution pertaining to fraud claims and activity.

• Builds and oversees a team of employees 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.

• 10 years of experience developing strategies and managing major initiatives within a complex matrixed environment pertaining to: Fraud operations, to include prevention, detection and/or investigative aspects of fraud and/or Bank operational risk, to include credit risk, regulatory adherence, funds availability, and/or model development within a financial services organization.

• 6 years of relevant experience in a large financial institution in a supervisory role within a financial crimes or fraud operations department.

• ·6 years of people leadership experience in building, managing and/or developing high-performing teams.

• ·Demonstrated experience collaborating with key resources and stakeholders, influencing decisions and managing work to achieve strategic goals.

• Strong written and verbal communication skills, including the ability to communicate technical analyses to a non-technical audience.

• Extensive knowledge of bank laws and regulations related to money movement and/or payments, including Reg E, Reg CC, UDAAP, FACTA, and Reg Z.

• Knowledge of federal laws, rules, and regulations to include: Reg CC and Reg E.

What sets you apart:

• Experience with transforming a business unit to simplify processes and deliver stronger outcomes

• Prior experience with presenting to and interacting with bank regulators inclusive of examinations and routine updates

• Direct experience with implementing and/or optimizing Resource/Location Strategy and Performance Management Program for Detection Operations

• Demonstrated experience leading a large-scale Fraud Operations organization that includes managing both Inbound/Call Center and outbound alerts

What we offer:

Compensation:

The salary range for this position is: $224,250.00 - 403,650.00.

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.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

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.

Long Term Incentive Plan: Cash payment for Executive level roles only, representing a cash payment which is both time and performance based.

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, 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.