Customer Service Manager

2 weeks ago


San Antonio, Texas, United States USAA Full time
About the Role

We are seeking a highly skilled and experienced professional to lead our Dispute Operations team at USAA. As a Manager, Bank Dispute Operations, you will play a critical role in protecting the financial interests of our members by conducting investigations, analyzing disputes, and processing transactions in accordance with regulatory requirements.

Key Responsibilities
  • Lead and Manage Teams: Directly supervise teams responsible for dispute resolution, ensuring they have the necessary resources and support to achieve optimal efficiency and effectiveness.
  • Compliance and Risk Management: Maintain knowledge of relevant regulatory environments, ensuring compliance across the area of responsibility and identifying potential risks.
  • Operational Excellence: Supervise dispute processes, identify opportunities for improvement, and implement solutions to enhance operational effectiveness and performance standards.
  • Communication and Collaboration: Foster collaboration across multiple teams and functions, ensuring effective communication and coordination to achieve shared goals.
  • Performance Management: Develop and execute operational scorecards to monitor and achieve compliance and production goals for the Dispute Operations team.
  • Team Development: Build and manage a high-performing team of professionals, providing coaching, development, and leadership to ensure their success.
Requirements
  • Education and Experience: Bachelor's degree or 4 years of related experience, with 6 years of experience in bank operations, including program/project management, process improvement, or business analysis.
  • Leadership Experience: 2 years of direct team lead or management experience, providing coaching, development, and leadership in a team-oriented environment.
  • Regulatory Knowledge: Demonstrated understanding of applicable state and federal regulations, as they relate to disputed transactions.
  • Leadership Skills: Strong leadership, influential, and communication skills, with experience managing staff in a complex, detail-oriented, and fast-paced environment.
What We Offer

USAA offers a competitive compensation package, including a salary range of $81,770-$147,190, based on experience and market data. Additionally, employees may be eligible for pay incentives based on overall corporate and individual performance. Our benefits package includes comprehensive medical, dental, and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off, and various wellness programs.



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