Bank Disputes Specialist Senior - Breach of Warranty - Claims

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

As a dedicated Bank Disputes Specialist Senior, you will within defined guidelines and framework, protect the financial interests of USAA and our members by thoroughly investigating and resolving complex and moderately complex fraud and non-fraud transactional disputes filed by members on their credit cards, debit cards and deposit accounts in compliance with federal and state Laws, Rules, and Regulations (LRRs). This group is going to be specifically handing fraud claims related to Breach of Warranty, Restitution and Hold Harmless. Attempts to recover funds in accordance with payment association rules (Visa, Amex, NACHA, Zelle, etc.). Engages in customer service activities to satisfy member requests and provide dispute resolution outcomes. Operates in a highly regulated environment where performance is measured by quality and efficiency metrics aligned to business scorecards.  

This position can work remotely in the continental U.S. with occasional business travel.

Tasks:

• Under direct supervision, completes reasonable investigations of the most complex Fraud and Non-Fraud Credit Card, Debit Card and Deposit transactional disputes while consistently ensuring regulatory compliance.

• Utilizes analytical problem-solving skills, sound knowledge of Laws, Rules and Regulations (LRRs) and payment association rules (Visa, Amex, NACHA, Zelle, etc.) to research, resolve and recovery funds for disputed activity.

• Responsible for determining card holder liability based on results of a reasonable investigation.

• Processes recovery attempts through chargebacks, representments and arbitrations.

• Processes account credits/debits when necessary, in accordance with regulatory requirements.

• Documents the results of a reasonable investigation within the appropriate case management system.

• May work control or exception functions associated with Fraud and Non-Fraud Credit Card, Debit Card and Deposit transactional disputes.

• Assists team members with reasonable investigations of complex and moderately complex Fraud and Non-Fraud Credit Card, Debit Card and Deposit transactional disputes, including escalations.

• Conducts training and process walkthroughs for team members and business partners.

• Assists management with providing coaching and feedback to team members regarding compliance, quality and production standards.

• Provides management with observations on trends to assist with developing recommendations that update/improve policies, processes and procedures, and/or troubleshooting system defects.

• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Minimum Education:

• High School Diploma or General Equivalency Diploma required.

Minimum Experience:

• 4 years of customer contact experience in a financial services organization to include dispute possessing and/or conflict resolution.

• 3 years of experience analyzing trends, making recommendations for updates to policies, processes and procedures, and/or troubleshooting system defects.

• 2 years of experience consulting with Senior Leadership such as providing trend insights and/or recommendations for process improvement.

• 2 years of experience working under Federal Banking Regulations to include Regulation E, Regulation Z and/or UDAAP.

What sets you apart:

• Check fraud Breach of Warranty claims (Evaluation, Decision, Processing, follow up, Claim closure) experience. 

• Experience in processing of Hold Harmless claims between banks. 

• Experience processing of Restitution claims for fraud.  

• Certified fraud examiner (CFE). 

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

Compensation range: The salary range for this position is: $45,020.00 - $111,710.00  

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.