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Bank Dispute Operations Manager
2 months ago
We are seeking a highly skilled and experienced Bank Dispute Operations Manager to join our team at USAA. As a key member of our operations team, you will be responsible for leading teams responsible for protecting the financial interests of USAA and our members by conducting investigations of member claims, researching, analyzing, and processing dispute inquiries for financial transactions related to debit, credit, deposit accounts, in an attempt to recover funds for the member in accordance with all Regulatory Requirements and Association rules.
Key Responsibilities:
- Maintain knowledge of relevant regulatory environment to ensure compliance across area of responsibility.
- Supervise Disputes processes and find opportunities to improve operational effectiveness and performance standards to ensure that operations are efficient in terms of resources and effective in terms of meeting member and organizational requirements.
- Be responsible for and monitor day to day transaction processing and/or servicing in order to achieve optimal efficiency by leading workload volumes, staffing, training needs, and identifying and implementing appropriate solutions.
- Complete compliance attestations and provide results to leadership.
- Handle resources across all teams to achieve service and relationship goals to include supervision of internal employees, contractors and managing third party vendor relationships.
- Develop and execute operational scorecards to monitor and achieve compliance and production goals for Dispute operations team.
- Build and manage a hard-working team of professionals by staffing, training, coaching, and developing and managing performance.
- Provide required documentation to both internal and external audit and regulatory examination teams as requested.
- Ensure risks associated with business activities are effectively identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures.
Requirements:
- Bachelors 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 related experience in bank operations to include program/project management, process improvement, or business analysis.
- 2 years of direct team lead or management experience providing coaching, development and/or leadership in a team-oriented environment.
- Demonstrated understanding of applicable state and federal regulations, as they relate to disputed transactions.
- Knowledge of federal laws.
Preferred Qualifications:
- 3-5 years of direct experience handling Reg E and/or Reg Z fraud or non-fraud disputes.
- Strong leadership, influential and communication skills.
- Experience managing staff within a highly complex, detail oriented, and fast paced environment.
- Detailed knowledge of Reg E and Reg Z regulations and associated requirements.
- Demonstrated ability to collaborate across multiple teams and functions.
What We Offer:
Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location. The salary range for this position is: $81,770- $147,190.
Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.
Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include 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, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.
