Overview

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 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. We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs. The Opportunity Job Description Summary Within defined guidelines and framework, protects 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). 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 productivity metrics aligned to business scorecards. Important Note: This job profile is designated as a Sensitive Position. Sensitive Positions are those positions in which individuals have the authority and ability to conduct in-scope activities (movement of USAA or Member funds) as defined within the Enterprise Sensitive Positions Mandatory Time-Away Compliance Policy. Employees in Sensitive Positions are required to fulfill a Mandatory Time-Away (MTA) requirement of 10 consecutive business days each calendar year. Location This position can be based in one of the following locations: San Antonio, TX Plano, TX Phoenix, AZ Colorado Springs, CO Charlotte, NC Tampa, FL Hours Monday - Friday 8:00am - 5:00pm or 7:30am - 4:30pm Relocation Relocation assistance is not available for this position. What You'll Do Under direct supervision, completes reasonable investigations of moderately complex Fraud and Non-Fraud Credit Card, Debit Card and Deposit transactional disputes while consistently ensuring regulatory compliance. Utilizes developing problem-solving skills and 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 contact members for additional information or when requested to assist with completing a reasonable investigation. May work control or exception functions associated with Fraud and Non-Fraud Credit Card, Debit Card and Deposit transactional disputes. Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures. What You Have High School Diploma or General Equivalency Diploma. 2 years of customer contact experience in a financial services organization, including dispute resolution, fraud investigations, and conflict resolution. What Sets You Apart 1 year of analytical problem-solving experience. Experience working under Federal Banking Regulations, including Regulation E, Regulation Z, and/or UDAAP. Proficiency with Microsoft Office applications, including Word, Excel, and Outlook. Working knowledge of NACHA Operating Rules and electronic payment processing guidelines. Strong attention to detail with the abil