Bank Disputes Specialist - Mid-Level
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About The Position
As a Bank Disputes Specialist at USAA, you will play a crucial role in protecting the financial interests of both the organization and its members. This position is often designated as a Sensitive Position, which means you will have the authority to conduct activities that involve the movement of USAA or member funds. Employees in Sensitive Positions are required to fulfill a Mandatory Time-Away (MTA) requirement of 10 consecutive business days each calendar year. Your primary responsibility will be to conduct thorough investigations of member claims, analyze and process dispute inquiries related to debit, credit, and deposit accounts, and work diligently to recover funds for members in compliance with all regulatory requirements and association rules. In this role, you will engage in customer service activities to assess member needs and provide appropriate resolutions. You will operate within a strong compliance and risk management environment, where your performance will be measured against established standards. Maintaining compliance, quality, and productivity standards aligned with individual scorecards will be essential. The position requires you to work in the office four days a week, with the option to be based in San Antonio, TX, Phoenix, AZ, or Tampa, FL. The work schedule is Monday to Friday from 7:00 am to 6:00 pm local time, with a three-week training program from 8:00 am to 5:00 pm CST. Your responsibilities will include researching and resolving moderately complex to complex member disputes, communicating the results of these inquiries to members, and utilizing your knowledge of bank card rules and federal regulations to identify issues and determine the best solutions. You will also document the results of your investigations in the appropriate case management systems and may assist with training and onboarding new team members. Ensuring that risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies will be a key aspect of your role.
