USAA

Learning and Development

• Proactively manages assigned claims caseload comprised of low complexity claims that require commensurate knowledge and understanding of claims coverage
• Partners with vendors and internal business partners to facilitate low complexity claims resolution
• May also involve external regulatory coordination to ensure appropriate documentation and compliance
• Investigates claim damages by conducting research from various sources, including the insured, third parties, and external resources
• May identify and resolve potential discrepancies and identifies subrogation potential resulting from unusual characteristics
• Identifies coverage concerns, reviews prior loss history, determines and creates Special Investigation Unit (SIU) referrals, when appropriate
• Determines coverage through analyzing information involving low complexity policy terms and contingences
• Determines and negotiates low complexity claims settlement
• Coordinates with management for guidance on assessing settlement amounts outside of authority limits to support managing claims outcomes
• Maintains accurate, thorough, and current claim file documentation throughout the claims process
• Applies fundamental knowledge of estimating technology platforms; utilizes platforms to prepare claims estimates to manage low complexity property insurance claims
• Supports workload surges and catastrophe (CAT) response operations as needed, including mandatory on-call dates and potential evening, weekend, and/or holiday work outside normal work hours
• May be assigned CAT deployment travel with minimal notice during designated CATs
• Works various types of claims, including ones of higher complexity, and may be assigned additional work outside normal duties as needed
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Veteran Talent Development Program – Field Adjusters

Director

• Lead and develop a high-performing engineering team responsible for production ownership and delivery across a portfolio of Policy Modernization applications, including Guidewire xCenter integrations, Core Customer data platforms, partner-facing systems, and shared P&C engineering utilities.
• Ensure operational stability and availability of critical P&C technology systems by applying strong change and incident management practices.
• Develop and maintain metrics (KPIs, SLAs, KRIs) that reflect the health, pace, and quality of technology delivery for assigned capabilities.
• Create and execute a multi-year technology strategy for the assigned portfolio, with clear milestones, deliverables, and realization targets.
• Build trusted relationships with IT and business leaders across the P&C organization by understanding business needs, acting as a strategic advisor, and ensuring cost-effective delivery.
• Communicate complex technical decisions clearly to both technical and non-technical audiences, including senior and executive leaders.
• Oversee departmental budgets, forecasts, vendor relationships, service agreements, and distributed team resources.
• Identify and manage technology risks in accordance with enterprise risk and compliance policies.
• Stay current on industry trends in cloud, integration, and P&C insurance technology to ensure the team's environment can evolve at pace with the business.

IT Director – Policy Modernization Technology

Operations

• Manages and is accountable for auto, property, and other claims operations member service teams who are responsible for delivering business results
• Responsible for leading execution change management, claims strategies, leader development and technology adoption
• Drives execution of operational risk management, regulatory compliance training, policies and procedures across multiple teams
• Selects, develops, leads and holds managers accountable for serving members and providing appropriate solutions in auto, property and other claims operations through their teams
• Consistently coaches managers on leading their teams on claims handling, inspecting and reviewing quality of claims and responding to escalations
• Responsible for achievement of assigned goals, objectives and scorecard deliverables
• Plans, organizes, and controls the resources to deliver the appropriate claims service
• Accountable for ensuring compliance with regulations, policies, procedures, and the fair claims settlement practices act
• Provides guidance on technical matters, monitors claims reserves and extends settlement authority
• Responsible for service, loss control, and loss adjustment expense
• Identifies trends and develops action plans as appropriate
• Understands, researches, and works to influence the financial impact for their respective business area
• Inspires a high performance team that works to deliver exceptional experiences to the members and achieve exceptional results
• Creates conditions for success removes obstacles, leads and champions change
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Director, Claims Operations – Field CAT Team

Call Center Representative

• Under limited supervision, follows established written risk, compliance and regulatory requirements to process VA and Conventional mortgage loans, both purchase and refinance within a service level objective requirement.
• Based on predetermined requirements, assesses, and grants or rejects mortgage applications.
• Manages a pipeline of member calls for mortgage products; conducts daily phone calls and manages voicemail/email correspondence.
• Partners closely with Processors, Underwriters and Closers to deliver on the mortgage products within a specified period of time.
• Responds to member and third-party phone calls to keep appropriate parties informed of loan status.
• Stays updated on compliance and regulatory requirements and identifies and manages existing and emerging risks that stem from business activities; ensures risks associated with business activities are effectively measured, monitored, and controlled.
• Develops and maintains successful partnerships with Real Estate Agents.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Mortgage Loan Officer – Contact Center

• Under limited supervision, follows established written risk, compliance and regulatory requirements to process VA and Conventional mortgage loans, both purchase and refinance within a service level objective requirement
• Based on predetermined requirements, assesses, and grants or rejects mortgage applications
• Manages a pipeline of member calls for mortgage products; conducts daily phone calls and manages voicemail/email correspondence
• Partners closely with Processors, Underwriters and Closers to deliver on the mortgage products within a specified period of time
• Responds to member and third-party phone calls to keep appropriate parties informed of loan status
• Stays updated on compliance and regulatory requirements and identifies and manages existing and emerging risks that stem from business activities; ensures risks associated with business activities are effectively measured, monitored, and controlled
• Develops and maintains successful partnerships with Real Estate Agents
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

IT Support

• Primarily serves as Auditor-in-Charge (AIC) and main point of contact for the business through Audit engagements.
• Leads and executes complex audit engagements throughout the audit lifecycle.
• Leads continuous monitoring and advisory activities, special reviews and investigations.
• Responsible for executing multiple areas of complex test work during audit activities.
• Executes audit documentation techniques including key risks and controls alignment to audit test objectives and conclusions and assigning appropriate issue severity.
• Manages day to day engagement-related efforts and assignments of Audit team members with varying degrees of expertise and experience when conducting engagements as the Auditor-in-Charge (AIC).
• Develops and independently updates risk & control matrix at the engagement level for each engagement.
• Develops and verifies accuracy of content within audit reports and conducts continuous monitoring activity documentation.
• Reviews work of team members; providing feedback/questions and completes audit team end of engagement evaluations when applicable.
• Ensures engagements are completed objectively, professionally, and in accordance with corporate and industry audit standards.
• Makes recommendations for severity ratings to Senior Audit Manager (SAM)/Director.
• May communicate with regulators.
• Utilizes and provides guidance to team members on the use of audit business systems, applications, and/or audit tools to create queries and ad hoc reports.
• Reviews, analyzes, and interprets data collected from multiple sources to ensure valid conclusions from audit testing are drawn.
• Identifies control weaknesses and opportunities for improvement in the current operating environment and provides recommendations for corrective action; drafts the related audit issues and audit reports with oversight from audit leadership for issuance to respective client leadership and coordinates and/or conducts follow-up activities.
• Leads team audit activities and provides feedback on planning and scoping, and review of risk assessment and testing that demonstrates critical thinking ability.
• Builds and develops relationships both internally within Audit Services and externally with clients and control partners to help drive strategic objectives with the business and effectively challenges business action plans.
• Communicates effectively with the business/clients and delivers risk-based and difficult messages regarding issues and control weaknesses to ensure proper risk assurance coverage.
• Provides day to day coaching guidance and on the job training to team members to ensure development, quality and timely audit engagement deliverables.
• Provides information from audit results and insight to assists Audit Leadership in the updating of risk profiles and risk assessments related to the engagement.

Audit Manager – Insurance

Insurance

• Manage the planning, execution and oversight of the consolidated annual audit plan including risk-based assurance and advisory engagements driving quality of audit work for Life Insurance and Investments.
• Maintain knowledge of financial services regulations and effectively respond and interact with regulators.
• Provide oversight to multiple audit engagements, including engagement planning, fieldwork, and reporting.
• Manage strategic initiatives and lead the development and implementation of a risk-based audit plan.
• Serve, and/or partner with subject matter expert(s) within audit or the business to analyze issues, establish and improve collaborative client relationships, and proactively work with client management to assess risk and improve internal controls.
• Build teams with the requisite knowledge and skillsets necessary to execute the audit plan, ensuring employee retention and overall team development.
• Ensure fiscally responsible expense management.
• Provide independent oversight and thought leadership for audit disciplines, ensuring that audit plans, frameworks, standards, and processes provide appropriate risk coverage.
• Adhere to the Institute of Internal Auditors' International Standards for the Professional Practice of Internal Auditing (Standards) and Code of Ethics.

Director – Audit, Insurance

Manager

• managing moderately complex litigation arising out of the auto or property contract in compliance with state laws and regulations
• creating strategy for defense or settlement
• evaluating, negotiating, and collaborating with defense counsel to secure appropriate resolution
• delivering a concierge level of best-in-class member service through setting appropriate expectations, proactive communications, advice and empathy
• managing litigation to include serious injury or property damage, questionable damages, liability and coverage issues
• proactively managing litigation and acting as liaison with members, internal and external counsel
• documenting litigation strategy, budget, investigation, evaluation, negotiation, settlement, and trial decisions
• representing USAA at mediations, case conferences, and/or trials
• reviewing, auditing, and approving legal fees and expenses
• partnering and/or directing law firm vendors to facilitate timely lawsuit resolution
• holding law firm vendors accountable for following Defense Counsel Litigation Handling Requirements
• recognizing and solving routine and intermediate issues arising out of legal case management
• identifying opportunities to improve processes

Claims Litigation Manager – Auto

Risk

• Leverages advanced business, analytical and technical knowledge to participate or lead discussions with cross functional teams to understand and collaborate highly complex business objectives and influence solution strategies.
• Applies advanced analytical techniques to solve business problems related to extreme events and climate change that are typically medium to large scale with significant impact to current and/or future business strategy.
• Applies innovative and scientific/quantitative analytical approaches to draw conclusions and make 'insight to action' recommendations to answer the business objective and drive the appropriate change.
• Translates recommendation into communication materials to effectively present to various levels of management.
• Incorporates visualization techniques to support the relevant points of the analysis and ease the understanding for less technical audiences.
• Identifies and gathers the relevant and quality data sources required to fully answer and address the problem for the recommended strategy.
• Integrates/transforms disparate data sources and determines the appropriate data hygiene techniques to apply.
• Thoroughly documents assumptions, methodology, validation and testing to facilitate peer reviews and compliance requirements.
• Understands and adopts emerging technology that can affect the application of scientific methodologies and/or quantitative analytical approaches to problem resolutions.
• Succinctly delivers analysis/findings in a manner that conveys understanding, influences various levels of management, garners support for recommendations, drives business decisions, and influences business strategy.
• Provides subject matter expertise in operationalizing recommendations.
• Remains informed on current data and analytics trends, (Ex: Cloud, Data Mining, Python, Neural Networks, Sensor data, IoT, Streaming/NRT data).
• Identifies opportunities to continue to learn in the climate risk space, whether informal (e.g., Coursera, Udemy, etc.) or formal (e.g.Certifications or advanced coursework, for example ISCM CSCR).
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Senior Climate Scientist – P&C Climate Risk, Exposure Analytics

• Develops and executes multi-year business program strategies aligned with organizational goals, identifying and pursuing new opportunities through senior-level consulting and strategic planning
• Simultaneously, leads, coaches, and mentors program and project teams, fostering collaboration, addressing interdependencies, and negotiating agreements to resolve conflicts and manage stakeholder expectations, all while defining scope, timelines, budgets, objectives, and forecasting benefits, resource requirements, and risk mitigation strategies
• Plans, directs, delegates, coordinates, and monitors the execution of complex programs and projects, ensuring adherence to timelines, Value Management Framework (VMF), and quality standards
• Defines and manages work effort interdependencies and establishment of objectives and key results (OKRs), ensuring the overall delivery of work meets goals and OKRs
• Accountable for effectively coaching and leading highly matrixed program and project teams, empowering team members to achieve project goals through collaborative problem-solving, skill development, and clear communication across organizational boundaries
• Develops and implements comprehensive change management strategies and plans, maximizing user adoption and minimizing risk

Transformation Engagement Director – Life Company Program Planning

Sales

• Receives request for advice from current and prospective members through various channels, including inbound and outbound phone calls.
• Asks questions to discover key information and retirement events and understands the role of annuities in a retirement income plans, as well as executive and retirement benefits for federal and military employees.
• Documents relevant information as it relates to building a retirement income portfolio.
• Uncovers and recognizes retirement events, understands and assesses the member's needs, financial situation, and goals and evaluates the factors to consider when determining an appropriate retirement age.
• Develops and communicates appropriate retirement income strategies based on individual member needs.
• Provides advanced retirement planning advice, tax-efficient distribution options, health expense budgets, insurance solutions, estate planning and enhanced solutions like long term care products.
• Recommends relevant financial product and services and refers for solutions that they are not trained and/or licensed to recommend or fulfill.
• Motivates member to take action on recommendation(s) and overcomes objections using advanced sales techniques and persuasion skills.
• Implements recommendation(s).
• Familiar with the latest retirement strategy research and monitors legislative initiatives that may impact economy, society, and personal financial situation.
• Educates membership on implications of economic, industry trends, tax law changes, estate issues, retirement risks, and other threats to an effective retirement income plan, as well as USAA's financial products and services.
• Integrate risk management tools, products, and strategies to create an effective retirement income plan.
• Expected to conduct outbound calls to follow up on products and services previously discussed and to actively engage in outbound call campaigns.
• Serves as a resource to less experienced team members on escalated issues of a routine nature.
• Guides and influences less experienced team members.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Licensed Retirement Income Advisor – Sales & Planning

Analyst

• Use quantitative methods to identify credit risk, develop and deliver credit strategies, and monitor credit performance for consumer credit portfolios to optimize profitable growth within risk appetite.
• Mitigate operational and compliance risk inherent in credit strategy.
• Track and monitor internal and external factors impacting credit strategy performance for bank portfolio products.
• Applies industry leading practices and analytical skills to identify risks and opportunities within the managed portfolio and translates results into strategic solutions with the delivery of credit risk strategies.
• Applies critical thinking skills to synthesize analyses, identify root causes, and develop clear and concise recommendations to drive credit risk strategy development and influence senior decision makers.
• May assist in delivering Bank credit risk strategies across lines of defense by effectively driving analytical projects through analysis of data and processes and clearly communicating insights/recommendations to key stakeholders and leadership.
• Develops industry knowledge and competitive benchmarking to inform credit strategy development.
• Utilizes quantitative analysis based upon internal and external data sources to solve analytical projects.
• Assists with developing, managing, and presenting comprehensive risk and financial reporting in support of senior management and committee oversight of existing and emerging risks and escalates the quality and direction of credit performance to appropriate levels of management.
• Performs financial risk sensitivity analysis.
• Creates requirements to support the management of credit strategy infrastructure and ensures credit strategies are implemented as intended.
• Applies programming and analytical techniques to analyze credit data.

Bank Credit Risk Analyst II – Retail Banking

Data Scientist

• Gathers, interprets, and manipulates complex structured and unstructured data to enable advanced analytical solutions for the business.
• Leads and conducts advanced analytics leveraging machine learning, simulation, and optimization to deliver business insights and achieve business objectives.
• Guides team on selecting the appropriate modeling technique and/or technology with consideration to data limitations, application, and business needs.
• Develops and deploys models within the Model Development Control (MDC) and Model Risk Management (MRM) framework.
• Composes and peer reviews technical documents for knowledge persistence, risk management, and technical review audiences.
• Partners with business leaders from across the organization to proactively identify business needs and proposes/recommends analytical and modeling projects to generate business value.
• Works with business and analytics leaders to prioritize analytics and highly complex modeling problems/research efforts.
• Leads efforts to build and maintain a robust library of reusable, production-quality algorithms and supporting code, to ensure model development and research efforts are transparent and based on the highest quality data.
• Assists team with translating business request(s) into specific analytical questions, executing analysis and/or modeling, and communicating outcomes to non-technical business colleagues with a focus on business action and recommendations.
• Manages project portfolio milestones, risks, and impediments.
• Anticipates potential issues that could limit project success or implementation and escalates as needed.
• Establishes and maintains best practices for engaging with Data Engineering and IT to deploy production-ready analytical assets consistent with modeling best practices and model risk management standards.
• Interacts with internal and external peers and management to maintain expertise and awareness of cutting-edge techniques.
• Actively seeks opportunities and materials to learn new techniques, technologies, and methodologies.
• Serves as a mentor to data scientists in modeling, analytics, computer science, business acumen, and other interpersonal skills.
• Participates in enterprise-level efforts to drive the maintenance and transformation of data science technologies and culture.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Lead Data Scientist – Model Development

Underwriter

• Leverages intermediate and some advanced business, analytical and technical knowledge to participate in discussions with cross functional teams to understand and collaborate on business objectives and influence solution strategies.
• Applies advanced analytical techniques to solve business problems that are typically medium to large scale with impact to current and/or future business strategy.
• Applies innovative and scientific/quantitative analytical approaches to draw conclusions and make 'insight to action' recommendations to answer the business objective and drive the appropriate change.
• Translates recommendation into communication materials to effectively present to colleagues for peer review and mid-to-upper-level management.
• Incorporates visualization techniques to support the relevant points of the analysis and ease the understanding for less technical audiences.
• Identifies and gathers the relevant and quality data sources required to fully answer and address the problem for the recommended strategy through testing or exploratory data analysis (EDA).
• Integrates/transforms disparate data sources and determines the appropriate data hygiene techniques to apply.
• Thoroughly documents assumptions, methodology, validation and testing to facilitate peer reviews and compliance requirements.
• Understands and adopts emerging technology that can affect the application of scientific methodologies and/or quantitative analytical approaches to problem resolutions.
• Delivers analysis/findings in a manner that conveys understanding, influences mid to upper level management, garners support for recommendations, drives business decisions, and influences business strategy.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Mid-Level Decision Science Analyst – P&C Underwriting Analytics

Security Engineer

• Directs staff and initiatives that support risk management programs, to include governance support, risk oversight, risk infrastructure development, analysis of regulatory environment, and adherence to enterprise operational and compliance policies and procedures.
• Reviews, communicates, and recommends the development of risk policies and procedures in partnership with senior leaders and regulatory partners to ensure appropriateness and adequacy versus industry best practices and regulatory requirements.
• Directs the oversight of risk through its life cycle and use, manages the review and assessment of state and federal regulatory requirements and associated business impacts.
• Provides operational and compliance risk oversight for USAA, its affiliates, and USAA partnerships with external companies.
• Partners with key stakeholders such as, federal/state regulatory agencies and business leaders to oversee the formulation of stress test plans, identification, quantification, and aggregation of risks using analytical methodologies, to include key and emerging risks, including risks associated with new or modified products, services, distribution channels, regulations and/or third-party operations.
• Directs teams in the development of risk dashboards and reporting formats in alignment with risk appetite/profile and/or regulatory requirements.
• Proactively identifies strategic and tactical regulatory solutions by providing risk and compliance subject matter expertise for CoSA project/process/product initiatives.
• Builds and manages a high performing team of risk professionals through recruitment, training, coaching, performance management and related managerial activities.

Veteran Talent Development Program – Field Adjusters

IT Director – Policy Modernization Technology

Director, Claims Operations – Field CAT Team

Mortgage Loan Officer – Contact Center

Mortgage Loan Officer – Contact Center

Audit Manager – Insurance

Director – Audit, Insurance

Claims Litigation Manager – Auto

Senior Climate Scientist – P&C Climate Risk, Exposure Analytics

Transformation Engagement Director – Life Company Program Planning

Licensed Retirement Income Advisor – Sales & Planning

Bank Credit Risk Analyst II – Retail Banking

Lead Data Scientist – Model Development

Mid-Level Decision Science Analyst – P&C Underwriting Analytics

Director, Risk and Compliance Management – Information Security