Director, Fraud Customer Experience Analytics

United Services Automobile Association; San Antonio (TX); Remote; USD 164,000 - 297,000; Full time

Job summary

Join USAA as a Director for Fraud Customer Experience Analytics. In this pivotal role, you'll drive the organization’s fraud strategy and collaborate with stakeholders to adapt to evolving fraud threats. Bring your expertise in financial crimes and lead a specialized team focused on protecting USAA and its members against fraud.

Benefits

Comprehensive medical, dental, and vision plans

401(k) and pension plans

Paid time off and holidays

Paid volunteer hours

Life insurance

Qualifications

• 8 years of experience in financial crimes, influencing stakeholders.
• 3 years of management experience.
• Expert in developing fraud policies.

Responsibilities

• Drive fraud strategy and analytics for USAA.
• Lead a team to execute the fraud strategic plan.
• Monitor industry trends to adapt strategies.

Skills

Data analysis

Communication

Stakeholder management

Education

Bachelor’s degree

Tools

SQL

SAS

BI tools

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

As a dedicated Director for Fraud Customer Experience Analytics, you will be Accountable for driving USAA’s overall fraud strategy, policies, and analytic capabilities for fraud rules management. This role will collaborate with key stakeholders across the association, influencing outcomes in a complex, matrixed environment. This role will be an active participant in industry efforts to share and receive information, build industry partnerships and relations to formulate USAA’s global fraud strategies and policies to better protect USAA from current, evolving, and future fraud threats.

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

What you'll do:

• Develops and implements policies, processes, and procedures for fraud initiatives that align with the company’s overall fraud strategy, business objectives, and risk appetite.
• Leads a team within a single vertical (or area of focus) that is responsible for executing the fraud strategic plan that will result in both the short and long-term growth of the business.
• Develops and monitors progress of strategic plan for opportunities and adjusts to rapid changes in the environment.
• People Manager who leads and collaborates with team and other analytical leaders in a defined strategic area of focus within Financial Crimes to develop a comprehensive, actionable, strategic plan for self and direct reports.
• Monitors industry trends and emerging fraud risks, adapting the strategy accordingly to maintain a proactive stance.
• Effectively communicates and implements business strategy and aligns with the company's overall goals.
• Proactively anticipates and recognizes fraud trends and opportunities, develops solid solutions, and utilizes sound judgment to make viable operational business recommendations and decisions.
• Works within the construct of fraud case management and detection systems to ensure seamless execution of alert generation.
• Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
• 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:

• 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.
• 8 years of experience in financial crimes participating in stakeholder consultation, needs assessment, requirement translation and prescription of technology solutions.
• 3 years of direct team lead or management experience.
• Expert experience developing and implementing policies, processes, and procedures for fraud initiatives that drive overall fraud strategy and analytic capabilities.
• Comprehensive understanding of the end-to-end process of gathering business requirements and applying business rules to recommend technology solutions.
• Knowledge of data analysis tools, data visualization, developing analysis queries and procedures in SQL, SAS, BI tools or other analysis software, and relevant industry data & methods and ability to connect external insights to business problems.
• Extensive knowledge of bank laws and regulations related to money movement and /or payments, including but not limited to Reg E, Reg CC, UDAAP, FACTA, and Reg Z.
• Strong written and verbal communication skills.
• Extensive experience collaborating with key resources and stakeholders, influencing decisions, and managing work to achieve strategic goals.

What sets you apart:

• US military experience through military service or a military spouse/domestic partner
• Over 5 years of experience designing and implementing fraud rules to ensure adequate user performance and customer experience
• Experience performing rules analysis identifying outlier trends, positively impacting rule accuracy percentages

Compensation range: The salary range for this position is: $164,780 - $296,610.

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.