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Fraud Member Resolution Analyst I - Phoenix Arizona
Company: USAA Location: Phoenix, Arizona
Posted On: 05/14/2024
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! As a dedicated Fraud Member Resolution Analyst I, you will be responsible for developing, implementing, and maintaining quality assurance/control programs which ensure policies, processes, and procedures are driven consistently, align with internal objectives, and stay in sync with external regulations. Delivers results of quality assurance assessments, studies, and initiatives to partners and recommends the best course of action for success. 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, Plano, TX, Phoenix, AZ, Charlotte, NC, or Tampa, FL. Relocation assistance is not available for this position. This position can work remotely in the continental U.S. with occasional business travel.The OpportunityAs a Fraud Member Resolution Escalation Team, Level I, you will apply multiple applications to conduct fraud reviews and mitigation activities, and will respond to consumer and regulatory complaints, media inquiries, and litigation requests while adhering to all applicable requirements and deadlines. You will be required to develop accurate, compliant, and consistent documentary evidence to support fraud review decisions provided to members, senior leaders, and regulatory agencies. Your detailed review and research will support fraud operations and alleviate negative impacts to members and USAA by demonstrating a data driven approach in decision making and managing fraud risk. You will champion a culture of hardworking member advocacy, process excellence, and risk management, while seeking opportunities to optimize fraud resolution processes and improve the member and employee experience.What you'll do: - Develops and implements training programs, materials, and events to meet quality requirements, ensure compliance with legal standards, and align with CoSA/LOB and Enterprise strategy.
- Develops, recommends, implements, and monitors, materials and events to meet quality requirements.
- Serves as a resource to team members and/or business and identifies appropriate issues for escalation.
- Conducts analysis/audits and partners with peers to make recommendations of business solutions and/or key work products.
- Develops, documents, and maintains Quality Management governance and controls standards, such as KPIs.
- Generates reports and participates in the delivery of results to leaders and collaborators.
- Ensures risks associated with business activities are optimally identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures.What you have:
- Bachelor's Degree OR 4 years of fraud detection or investigations experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
- 4 or more years progressive operations or process experience in the financial services, insurance, or relevant industry
- Experience identifying problems/trends and developing and recommending solutions for business issues.
- Demonstrates critical thinking, influences through subject matter expertise, provides data analysis for applicable business issues, and approaches work with a result and production-oriented attitude.
- Knowledge of federal laws, rules, regulations, and applicable mentorship to include: UDAAP, TILA/REG Z, BSA/AML, Reg P, Reg E, Reg CC, OCC Heightened Standards.What sets you apart:
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