Hybrid Director, Bank Claims Operation – Claims Reconciliations

at USAA

• Job title: Director, Bank Claims Operation – Claims Reconciliations
• Job type: Full Time
• Experience level: Lead
• Salary: $103,450 - $186,210 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, San Antonio, United States

About the role

• Director of Bank Claims Operation overseeing Claims Reconciliations and managing bank dispute processes. Leading projects and team development while ensuring regulatory compliance across the organization.

Responsibilities

• Provides oversight for the end-to-end process of bank disputes and resolutions
• Ensures bank dispute operations is efficiently utilizing allocated resources and effective in terms of meeting member, organizational and regulatory requirements
• Maintains knowledge of relevant regulatory environment to ensure compliance across areas of responsibility, and identifies, develops, and recommends improvements to Disputes Fraud and Non-Fraud processes and service delivery across all channels
• Leads functional projects, programs, and initiatives through successful execution and implementation
• Responsible for oversight of budgets and forecasts based upon the approved operational plan and vision
• Directs department resources across all units to achieve service and relationship goals, to include internal employees, contractors and offshore third-party vendors
• Ensures controls are completed in adherence to guidelines and timelines; may own or assist with the mitigation and closure of internal Issues
• Interacts with and responds on a regular basis to both internal and external audit and regulatory examination teams
• Builds and manages a high performing team through hiring activities, mentoring, training, coaching, and development of direct reports
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Requirements

• Bachelor’s degree; OR 4 years of related experience may be substituted in lieu of degree
• 8 years of related experience in bank operations to include program/project management, process improvement, or business analysis
• 4 years of operational risk experience in a highly regulatory environment
• 3 years direct team lead or management experience providing coaching, development and/or leadership in a team-oriented environment
• 3 years of experience working with Federal Regulations as it relates to Fraud and Disputes, specifically knowledge of Regulation E, Regulation Z and/or UDAAP
• Strong leadership, motivational, and interpersonal skills
• Advanced experience handling customer complaints and disputes related to Deposit or Credit Card accounts
• Comprehensive understanding of end-to-end process for Fraud and Non-Fraud Credit Card, Debit Card and Deposit transactional disputes

Benefits

• 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
• Various wellness programs
• Career path planning and continuing education