Job Description

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.

The Opportunity

The Bank Complaint Root Cause Analysis Team conducts analysis on resolved member complaints in a centralized model and shares insights with business owners to take action. This individual will be responsible for reporting and analytics related to root cause analysis results .

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.

What you'll do:

• Engage with key partners to implement sustainable strategic solutions.

• Develop business process enhancements for the bank that aligns business deliverables, bank strategy and risk management framework.

• Lead planning and execution efforts and coordinates activities for highly complex projects.

• Apply an integrated understanding of risk and regulatory compliance to lead risks by using established methodologies and exercising control plans to ensure alignment with bank specific goals and process requirements.

• Provide consultation to influence and ensure process is designed to address risk across all activities.

• Review and develop communication and change management plans for customers and internal team members to drive awareness on current processes and/or changes.

• Ensure alignment between internal partners and customers across all business process projects and services using proactive communication and engagement strategies.

• Apply data and analytics to deliver insight into business process performance, identifying opportunities to influence customer and business process activities and inform key team members.

• Ensure risks associated with business activities are identified, measured, 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.

• Minimum 6 years' experience in business process consulting, process design and/or program/project management.

• Advanced knowledge of bank products and processes.

• Experience in implementing and sustaining change/improvements.

• Experience in applying quality management, operational improvement, and using process improvement tools and methodologies.

• Experience applying retail bank subject matter expertise to simplify the customer experience, standardize process execution, and automate where possible.

• Expert experience/ knowledge of Risk Management frameworks and Banking Regulatory requirements.

• Demonstrated experience with operational improvement, workflow, benchmarking and/or evaluation of business processes.

What sets you apart:

• Working knowledge of bank complaint and member experience processes

• Demonstrated proficiency with data analytics connecting complaint performance to business results

• Experience building and writing reports/presentations for executive audience

• Green belt certification

• US military experience through military service or a military spouse/domestic partner.

Compensation range: The salary range for this position is: $103,450.00 - $197,730.00 .

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

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.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

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.

For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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