Why USAA? Let's do something that really matters.
At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation's military, but we all share in the mission to give back to those who did. We're working as one to build a great experience and make a real impact for our members.
We believe in our core values of honesty, integrity, loyalty and service. They're what guides everything we do - from how we treat our members to how we treat each other. Come be a part of what makes us so special!
The Opportunity
This role will apply expert knowledge of contact center operations and risk management principles to solve and support business related opportunities to strengthen the first line of defense. Collaborates with business stakeholders to support contact center operational risk and compliance based initiatives. Supports the end-to-end contact center execution processes to ensure overall effectiveness within the risk framework.
Applies expert knowledge of bank processes and products and acts as a trusted advisor by providing consultation services to internal clients in areas of strategic sourcing, alternatives and solutions, supplier management, affiliate agreement adherence, third party risk management, and bank operations. Collects and consolidates demand and identifies opportunities within the Bank. Executes, oversees and monitors the development of business process related solutions for internal clients and members. Evaluates processes/ resources and develops effective solutions/ improvements/ enhancements to drive the efficient operation of the Bank.
This position can work remotely in the continental U.S. with occasional business travel.
What you'll do:
- Identifies and implements strategic opportunities and solutions for key stakeholders.
- Develops business process enhancements for the Bank that aligns business deliverables, bank strategy and risk management framework. Ensures alignment with customer and appropriate bank roadmap(s) and strategy.
- Coaches others and leads acquisition and application of expert knowledge of the business.
- Leads planning & execution and directs and coordinates activities for highly complex projects.
- Applies a comprehensive understanding of risk and regulatory compliance to includes business strategies and solutions.
- Leads risks by using established methodologies and exercising control plans to ensure alignment with CoSA specific requirements, process requirements, and business needs.
- Provides consultation to influence and ensure CoSA level and business level processes address risk across all activities.
- Reviews, advises, and develops communication plans for customers and internal stakeholders.
- Ensures alignment between internal stakeholders and customers across all business process projects and services using proactive communication and engagement strategies.
- Uses data and analytics to deliver insight into customer and business process performance, identifying opportunities to influence customer and business process activities and inform key stakeholders.
- 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: - 8+ years of experience in business process consultation, process design, developing business processes, procedures, measures, metrics.
- Expert knowledge of bank products and processes.
- Experience leading programs/projects, business process owner/consultant or working in an agile environment.
- Extensive experience in applying quality management, process improvement, and leveraging process improvement tools and methodologies.
- Experience applying retail bank subject matter expertise to simplify the customer experience, standardize process execution, and automate where possible.
- Expert experience/ knowledge of Risk Management frameworks and Banking Regulatory requirements.
- Demonstrated experience with process improvement, workflow, benchmarking and/or evaluation of business processes.
What sets you apart: - 6+ years of experience supporting risk and/or compliance related activities in a financial services operating environment or other relevant industry to include issue management, risk assessment and RCSA
- Advanced knowledge of federal laws, rules, regulations, and applicable guidance to include: TILA/REG Z, REG E, REG F, REG B, REG CC, UDAAP/UDAP, FCRA, BSA/AML, SCRA/MLA, OCC Heightened Standards.
- Advanced presentation and communication skills.
- Advanced business acumen and attention to detail and accuracy.
- US military experience through military service or a military spouse/domestic partner
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: $120,550 - $230,400.
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
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.
