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Senior Business Advisor (Complaints Management) - Colorado Springs Colorado
Company: USAA Location: Colorado Springs, Colorado
Posted On: 05/09/2024
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 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 OpportunityWe are looking for a Business Advisor Senior for the Bank Member Experience & Complaints Program.Advises stakeholders by providing business planning guidance to include research, development, planning and implementation of procedures and processes to increase business viability and ensure compliance and/or product competitiveness and profitable growth. Develops and implements solutions to influence business decisions for relevant CoSA or line(s) of business. Develops best in practice solutions to complex business challenges. Identifies opportunities to change, enhance, or streamline existing business projects and initiatives. Identifies regulatory and/or operational gaps within the experience to mitigate key risks associated with financial, reputational or member harm.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, Colorado Springs, CO, Charlotte, NC, Chesapeake, VA or Tampa, FL. Relocation assistance is not available for this position. We may consider a work from home option.What you'll do: - Identifies compliance and/or profit growth opportunities and provides guidance on procedure and process improvements to influence business optimization.
- Leads teams and owns project management action plans, business rules analysis and development, product development and service delivery.
- Collaborates with enterprise partners to facilitate the development of business rules, requirements and artifacts for business projects and initiatives, and responsible for required documentation of business decisions.
- Responsible for monitoring risks within the internal control environment and advising on and recommending risk mitigation actions by collaborating with Compliance, Legal, Operational Risk Management, and Business Experience Owners.
- Coordinates training, communications and related activities for new processes, product updates etc. where changes may be more complex and/or may have cross-functional impact.
- May conduct root cause diagnostics of key processes, controls, regulatory requirements to identify and document these issues
- Monitors, develop and communicate audit testing, control testing and examination requests.
- Assists with development and management of operational reporting and provides trend analyses and solutions.
- 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 project management, process consulting, or business optimization planning experience within the financial services industry.
- Advanced knowledge of relevant industry technology applications, such as Salesforce, SharePoint, Portal, CRM, CBS, Fiserv, KDIM, Fidelity, Metric Stream or other industry related applications.
- Experience developing solutions and recommendations that will increase efficiency and improve business decisions, including managing performance and profitability, in adherence to risk and compliance guidelines.
- Knowledgeable in the applications of Agile process and procedures.
- Knowledge and application of risk management frameworks and regulatory requirements for applicable LOB.
- Demonstrated experience in developing communications and delivering key information effectively to stakeholders and all levels of management to influence decisions centered around business optimization.What sets you apart:
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