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Compliance Executive - Enterprise Complaints and Complaints and Issue Management Technology


With USAA, you can find career mobility while making a difference in the lives of our members. On a collaborative team, you will use your business skills and knowledge to enhance the control environment across the organization. Through robust professional training and exposure to a variety of USAA businesses, you will gain diverse experience. Come build a rewarding career where your growth and development are a priority.

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Success Profile

What makes a successful Compliance Executive - Enterprise Complaints and Complaints and Issue Management Technology at USAA?
Review the top traits we’re looking for and see if you’re the right fit.

  • Communicator
  • Proactive
  • Detail-oriented
  • Quick-thinking
  • Perceptive
  • Team Player

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Here's what our people are saying

Tara Gerhold

At USAA, I feel I am surrounded by people who want to do the right thing. In Compliance, this is part of our job – facilitating adherence to laws and regulations and, in turn, doing what is best for our members. It goes beyond this, though. USAA makes it a priority for all employees, not just those in our department, to understand the importance of being a compliant company.

Tara Gerhold, EDEnterprise Anti-Money Laundering

Brittany A. Countiss

During a time where it is so difficult to maintain a balance between work life and family, USAA has been instrumental and my number one supporter of achieving a healthy work/life balance! From giving me the opportunity to move across the country and work at home full-time when I got married, providing me paid bonding leave beyond the FMLA entitlement when I had my children to giving me amazing health, wellness, education and countless other benefits; I'm so grateful! Working for a company that not only takes care of its' members but equally takes care of its employees means the world to me and my family!

Brittany A. Countiss, CAMSAML Compliance Analyst Senior / AML Compliance

Deb Cahill

I am continually impressed by the amazing benefits offered to USAA employees. I feel empowered to take charge of my career and USAA provided the means to make me more of a competitive candidate for promotion. I participated in the Manager Candidate School provided by USAA which gave me the tools needed to take the next step. USAA also paid for my Masters Degree in Management and Leadership, as well as two professional designations.

Deb Cahill, MS, CAMS, CFEAML Compliance Manager / AML Compliance

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  • Health Insurance

  • Parental Leave


  • Paid Time Off

  • Retirement Plan
    (With Match)

  • Health and
    Wellness Programs

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Our Culture

  • Diversity and inclusion — We work together to create an environment that welcomes diverse perspectives and talent.
  • Corporate responsibility — Our corporate responsibility programs share a common purpose of giving back to the military community.
  • Balance and wellness — Our benefits help you live your life to the fullest while balancing work and personal goals.
  • Educational opportunities — We foster a culture of learning, inspiring you to further develop your skill set and education.

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Compliance Executive - Enterprise Complaints and Complaints and Issue Management Technology

Location San Antonio, Texas Secondary Locations San Antonio,Texas; Job ID R0050068 Date posted Jul. 30, 2020

Purpose of Job

This Executive will report into the Enterprise Compliance Complaints and Issues Management Program Office and be accountable for leading a team in the design, implementation and ongoing maintenance of the Enterprise Complaints Management Program in alignment with regulatory expectations. Provides second-line independent Compliance oversight and guidance regarding business products, services, and processes to ensure they are executed in accordance with regulatory requirements. Continuously drives a strong culture of compliance and demonstrates integrity and professional judgment in protecting the interests of USAA and its members. Manages and leads a team in the development, implementation and/or execution of compliance programs to minimize compliance risk to USAA. Provides compliance oversight for USAA, its affiliates, and USAA partnerships with external companies. Builds effective relationships with industry and regulatory authorities.

Job Requirements

  • Designs and implements strong programs to identify, monitor, assess, control and report on compliance risk; as well as detect, and prevent associated risk of member harm and ensure compliance with applicable laws, rules, and regulations
  • Responsible for the review of state and federal regulatory compliance requirements to include analysis of business impact/operational risk assessment for enacted laws/regulations and recommended company compliance actions to ensure regulatory compliance.
  • Oversees the development of compliance policies, procedures, risk identification, and control methodologies to ensure adherence and enforcement of applicable legal and Regulatory Requirements.
  • Provides guidance and effective challenge related to compliance matters impacting offerings/services within the business being supported.
  • Monitors budgetary and/or operation performance of department resources.
  • Manages federal/state regulatory agency relationships to obtain regulatory approvals and provides required regulatory feedback.
  • Applies subject matter expert knowledge to lead compliance professionals and leaders in producing work deliverables in support of compliance initiatives.
  • Responsible for performance management and professional development activities for compliance professionals.


  • Bachelor's degree OR 4 additional years of related experience beyond the minimum required may be substituted in lieu of a degree
  • 10 years of experience in compliance to include execution of compliance processes, programs, and procedures within a financial services or insurance organization.
  • 4 years of people leadership experience in building, managing and/or developing high-performing teams.
  • Expert knowledge of financial services or insurance regulations, laws, regulations and regulatory expectations. 
  • Extensive experience providing guidance and oversight to mitigate an organization’s exposure to risk.
  • Experience collaborating with key resources and stakeholders, influencing decisions and managing work to achieve strategic goals.
  • Executive-level business acumen in the areas of business operations, industry practices and emerging trends.


  • Deep experience in a large financial institution, specifically in consumer banking and insurance within Compliance and/or Risk Management - with specific experience of requirements related to management of Complaints, linkage of Complaints to policy and regulatory requirement, and Third Party management of Complaints
  • Specific Complaint policy, procedure, and program implementation, including the use of AI/ML capabilities to drive automation and effective reporting and analytics
  • Experience in building and maintaining compliance and/or risk programs to the satisfaction of federal regulators, especially OCC and CFPB Complaint requirements
  • Demonstrated accomplishments building out technology capabilities and vision to support an effective Complaint program
  • Expert knowledge of UDAAP and other legal and regulatory requirements directly related to Complaints


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