Why USAA?

The Opportunity

The individual selected for this role will be responsible for supporting the Bank Sales and Service Contact Center Representatives with communication, training, and compliant processes.

As business process owner, you will plan, direct, and coordinate activities for complex processes, including problem definition, evaluation of requirements, design, testing, and implementation of business processes. Understand the process operating objectives, business rules, performance requirements, risks, and controls and interactions between dependent processes to minimize failures, eliminate duplications, and control process performance vital to achieve efficient, effective design and execution of the process. Supports alignment of process to overall experience strategy and vision.

This position is a hybrid work type and can be based in one of the following locations: San Antonio, TX; Plano, TX; Phoenix, AZ; Charlotte, NC; Colorado Springs, CO or Tampa, FL. Hybrid roles help employees gain the best of both worlds – collaborating in-person in the office and working from home when needed to achieve focused results.

What you'll do:

• Develop and implement strategic customer specific business process program plans that align with enterprise strategy and influence appropriate roadmap(s).
• Apply expert knowledge of the business and be responsible for the alignment and development of business deliverable processes and capabilities to materially change and improve business performance.
• Serve as functional expert bringing different perspective to leverage multiple ways of thinking while developing end-user focused process solution
• Handle the performance of processes by developing control limits, supervising key performance indicators and advising partners of any deficiencies, improvements, operational risks issues, etc. and drives collaborative efforts to ensure process delivers against requirements
• Run business process risks by using established methodologies and exercising control plans to ensure alignment with business unit specific requirements, process requirements, and business needs. Identifies business unit and business process risks across all activities.
• Develop communication plans for customers and internal partners.
• Ensures alignment between internal partners and customers across all business process projects and services using proactive communication and engagement strategies.
• Apply reporting, data, and analytics to measure process and project performance, deliver process operational efficiencies, and advise key partners.
• Identify and handle existing and emerging risks that stem from business activities and the job role.
• Ensure risks associated with business activities are efficiently identified, measured, supervised, and controlled.
• Follow written risk and compliance policies, standards, and procedures for business activities.

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.
• 6 years business process execution/knowledge/experience, consulting, and/or process engineering/optimization.
• Experience in successfully applying quality management, process improvement, and problem-solving tools and methodologies.
• Experience in implementing and sustaining change/improvements (change champion).
• Hands on experience with Process Mapping and Modeling and creating and validating process documentation.
• Experience in the application of process management standards and policies, and knowledge of applicable regulations and risk management practices.
• Demonstrated experience with Lean, Business Process Management, or similar methodology.
• Demonstrated experience with utilizing various systems to collect and analyze data.
• Knowledge of federal laws, rules, regulations, and applicable guidance to include: OCC Heightened Standards, BSA/AML, REG E, UDAAP/UDAP.

What sets you apart:

• 4 or more years of experience working with Deposit products
• 4 or more years of experience working with Reg E and Disputes processes
• Experience with Bank Fraud Authentication
• Large Banking industry experience

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.

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: $86,520- $165,340.

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.

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

Relocation assistance is not available for this position.

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.