USAA

Customer Support

• Handle inbound member calls in a fast-paced contact center environment
• Use effective communication probing questions and critical thinking skills to identify member needs and provide relevant solutions which may include offering banking products
• Efficiently navigate multiple systems and programs while maintaining an engaging member interaction that may occur across multiple channels
• Develop banking product knowledge to attract new members and expand relationships with current members through product acquisition
• Advise and educate members on available USAA digital tools and resources to improve the user experience
• Provide outstanding member service by demonstrating empathy, active listening, and professionalism
• Apply strong time and call management skills in assisting members with banking needs
• Embrace continuous improvement and development through coaching and collaboration with manager and team members

Customer Service – Bank Sales & Service

Compliance

• Partners with key team members in the business to identify, assess, aggregate and document risk and compliance controls, including risks associated with new or modified products, services, distribution channels, regulations, and third-party operations.
• Communicates results of risk and compliance work to governance committees, business process owners and various levels of leadership.
• Contributes to the implementation of new risk and compliance policies, practices, appetites, and solutions to ensure multidisciplinary understanding and management of risks according to industry standard process.
• Implements assigned risk or compliance activities in accordance with enterprise policies and procedures.
• Maintains and expands knowledge of the competitive/regulatory landscape and the company's key challenges.
• Reviews laws and regulations for business impact and makes proposals for awareness and action.
• May coordinate and respond to regulatory requirements and requests and ensures the execution of examinations.
• Performs work on risk and compliance processes that focus on improving strategies, tools, and methodologies to measure, monitor, and report risks.
• Applies knowledge to assess data and produce analytical insights to understand business objectives, drive business decisions and influence solution strategies.
• Actively contributes in cross-functional teams to identify, assess, aggregate, and mitigate current and emerging risk events.
• Contributes to stress test plans for a line of business or the enterprise including the evaluation of results and framing of contingency plans in partnership with key business partners.

Risk and Compliance Advisor I – Fraud Risk

Risk

• Oversee and guide an independent Risk Management function
• Serve as a key adviser engaging in senior leaders' strategy discussions and decisions
• Lead teams dedicated to managing risk within overall business strategies
• Set the agenda, builds diverse high-performing teams, and sell the vision on an effective Risk Management program
• Ensure training and coaching of employees
• Establish a long-term view of how risk systems and governance should be adapted
• Partner and lead senior risk executives in establishing, managing, and adhering to overall risk appetite
• Partner across Risk Management, Finance, and the business while effectively challenging variances to plan and establishing strategies to mitigate
• Provide advice to other key business partners
• Actively engage senior leaders to ensure all risks are addressed

VP, Risk Management – Property & Casualty (P&C) Risk

Business Operations

• Develops business process deliverable program plans that align customer, business deliverable and enterprise strategy
• Ensures alignment with customer and appropriate roadmap(s)
• Applies and maintains expert knowledge of business and manages ongoing alignment and development of business deliverable processes and capabilities with business needs to materially change and improve business performance
• Serves as strategic advisor bringing diverse perspective to leverage multiple ways of thinking while developing end-user focused process solution
• Guides and influences process re-engineering and technology implementation to enable process redesign and innovation
• Leads the overall management of process performance by developing control limits, monitoring key performance indicators and informing stakeholders of any deficiencies, improvements, operational risks issues, etc. and drives collaborative efforts to ensure process delivers against requirements
• Identifies, owns, executes, enhances, and aligns controls to mitigate operational and compliance risks as it pertains to owned processes as it pertains to owned processes
• Collects and consolidates demand and identifies opportunities by business portfolio vertically within the business unit and/or horizontally across the enterprise
• Reviews, advises, and develops communication plans for customers and internal stakeholders and ensures communications are aligned with overall strategy
• Ensures alignment between internal stakeholders and customers across all business process projects and services using proactive communication and engagement strategies
• Utilizes data and analytics to deliver insight into customer and business process performance and shares best practices with overall team
• Stays current with emerging technologies and evaluates business processes to lead continuous process improvement efforts
• Lead solution development including business case / benefits substantiation and drive business requirements for process improvement initiatives
• Provides mentorship and guidance support for team and applicable business partners
• Plans and designs business processes and make recommendations and changes in order to improve and support business systems and activities and/or to deliver greater effectiveness and efficiency
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Business Process Owner Lead – Bank

Recruitment

• Drive full-cycle recruitment for complex, niche, and strategically critical roles
• Partner with senior leaders to define talent needs
• Design and execute innovative, multi-channel sourcing strategies
• Conduct in-depth candidate evaluations using advanced interview techniques
• Lead offer strategy, complex negotiations, and closing
• Deliver a concierge-level candidate experience
• Provide strategic advisement to hiring leaders
• Manage search firm partnerships for select engagements
• Mentor and coach other recruiters

Executive Recruiter, Lead

Director

• Manage analytical, business, and technical support functions related to strategic treasury functions, processes, and applications
• Provide strategic direction to teams and processes supporting business analytics and decision-making processes
• Directs human and technical resources supporting business processes and applications
• Manages the identification, research, and analysis of business, process, and technology opportunities
• Provides direction to staff influencing and implementing business and process improvements
• Oversee advisory processes and provide high level consulting with customers on matters related to overall business analytics and decision support solutions
• Ensure that team maintains understanding of business processes, supporting applications, and strategic direction
• Collaborates and exchanges information with team members, customers, and information services to ensure dependencies, risks, and opportunities are identified
• Manage team projects and activities using project management methodology
• Directs independent research of complex business issues
• Leads/participate in development and/or maintenance of complex business analytics and decision support solutions
• Provides work direction and coaching for employees in groups
• Develop and tracks metrics appropriate for projects and processes
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled

Director, Business Applications – Treasury

Analyst

• 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.

Decision Science Analyst, Mid-Level – Bank Member Remediations

• use quantitative methods to identify credit risk
• develop and deliver credit strategies
• monitor credit performance for consumer credit portfolios
• mitigate operational and compliance risk inherent in credit strategy
• track and monitor internal and external factors impacting credit strategy performance for bank portfolio products
• apply critical thinking skills to synthesize analyses
• assist in delivering Bank credit risk strategies across lines of defense
• utilize quantitative analysis based upon internal and external data sources
• develop and present comprehensive risk and financial reporting

Bank Credit Risk Analyst – Retail Banking

Security Engineer

• Routinely communicates results of risk assessments to governance committees, business process owners and various levels of leadership and influences decision making.
• Develops processes and procedures for successful implementation of new risk policies, practices, appetites, and solutions to ensure holistic understanding and management of risks according to industry best practice.
• Identifies and seeks key stakeholders across the enterprise to support the identification, assessment, aggregation and the overall management of risks and controls.
• Crafts key communications related to risk and compliance insights to be delivered to executives and board members.
• Executes compliance risk management activities in accordance with enterprise compliance standards.
• Maintains and expands expert knowledge of the competitive/regulatory landscape and the company's key challenges.
• Keeps abreast of the competitive/regulatory landscape and shares expert knowledge w/team members.
• Coordinates and responds to regulatory requirements and requests and ensures the execution of examinations.
• Applies expert knowledge to utilize or produce analytical material for discussions with cross functional teams to understand business objectives and influence solution strategies.
• Leads, assembles, and facilitates cross-functional teams to identify, assess, aggregate, and mitigate current and emerging risk events.
• Serves as the point of contact for senior risk leadership on projects and special management requests that often impact the enterprise or core operating area.
• Formulates and reviews stress test plans for a line of business or the enterprise.

Risk and Compliance Advisor Lead – Information Security

• Aggregate complaint data across lines of business and non-product categories
• analyze trends through Association-wide analytics
• report findings out to demonstrate effective complaint management and early detection of risks
• Develop early warning system for systematic complaints
• conducting root cause and trend analysis with real-time feedback loops
• reporting on aggregated themes and member segments
• sharing the narrative of the data Complaints Program Office
• Formulate association-wide approaches to enhance complaint handling processes
• Collaborate with lines of business analytics and IT teams for alignment on complaint data strategies and requirements
• Develop standardized complaint analysis across the association to establish and improve on a quality diagnostic framework
• utilize quantitative and qualitative analysis to provide thought-leadership on evolving industry trends, market developments, USAA's strategic direction, regulatory environment, and macroeconomic trends for the business unit
• provide insights and information-based context for key stakeholders in the business unit to effectively manage, influence, and impact line of business strategy
• Leads discussions with key stakeholders to communicate information learned from analyses
• provide input into line of business strategy development
• drive and influence business decisions
• Leads integration of the analytic strategy and business strategy
• Oversees efforts to identify key business assumptions and hypotheses around line of business strategy
• Continuously refine hypotheses and identify business questions to explore further
• Develop the analytical framework and blueprint to answer business questions identified in the business portfolio, product, or member experience
• provide support to lower levels towards this effort
• Collaborate with key stakeholders to evaluate and uncover complex or critical strategic insights related to Profit & Loss performance including Product Strategy, Pricing, Marketing, Sales, Credit Risk, Distribution Channels, and Member Experience
• Apply expert analytical rigor to define outcome measures, improve prioritization, increase agility in decisioning, improve ability to evaluate progress towards business outcomes, and to evaluate risks to strategic goals
• Effectively influence and drive strategic agreement utilizing subject matter expertise and interpersonal and negotiation skills
• Serve as a team lead and provide guidance and on-the-job training to team members
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Lead Business Strategy Analyst – Complaint Insights

Actuary

• Independently applies complex technical and actuarial methodologies
• Utilizes actuarial, mathematical, or statistical techniques to augment actuarial work product
• Creates and delivers training to teammates on mechanics of actuarial tools and processes
• Applies understanding of products supported, stakeholders' needs, and industry trends to solve unstructured business problems
• Identifies compliance gaps and process improvements and recommends solutions
• Leads unit initiatives and participates in cross-functional efforts as a technical subject matter expert
• Effectively communicates insights and solutions to all audiences, including executive leadership

Actuarial Analyst I – Mid-Level

Business Analyst

• Serve as both a strategic partner and hands‑on expert in real-time operations
• Monitor network-wide intraday performance
• Proactively identify risks and execute mitigation strategies that stabilize service levels across multiple centers
• Act as an informal leader supporting the design, implementation, and continuous improvement of command center processes
• Coach analysts and connect insights across WFM, Operations, and cross‑functional partners to drive effective decision-making
• Shape standard practices while ensuring daily intraday execution runs smoothly

Senior Workforce Management Analyst – Contact Center Operations

QA Engineer

• Lead a team responsible for developing, implementing, and governing automated and technologically supported Claims quality assurance capabilities, including automation, analytics and reporting.
• Oversee the development of business requirements, validation strategies, and automated QA capabilities, while ensuring quality standards, risk controls, and regulatory requirements are consistently met.
• Accountable for the performance, governance, and continuous improvement of automated Quality solutions that support operational excellence.
• Directs, leads, and motivates cross-functional team members in strategy development, planning, and execution of Quality Management processes and procedures.
• Ensures objectives align with operational process, regulatory, risk and compliance goals to effectively contribute to the mission of USAA.

Director, Quality Assurance – Claims

• Responsible for development of digital first products supporting the needs and risks of USAA Members
• Leads development and launch of new innovative product offerings as well as auxiliary/enhanced features/services for existing products.
• Responsible for maintaining thorough level of knowledge of business and underwriting performance for products in scope.
• Responsible for post-launch monitoring, maintenance and underwriting of 'new in market' products based on product performance, member needs and competitive changes in the market.
• Develop recommendations to launch new products and the evaluation and decision to buy/build or ally for individual product(s).
• Generate creative product and coverage solutions for members needs to ensure a dynamic product development pipeline exists.
• Conduct complex analysis of internal and external data and member information to support formulation of product strategy and enhance competitive intelligence.
• Develop and communicate the new product value proposition for individual products.
• Ensure sales support is delivered to all distribution channels so that the new product is properly positioned to members.
• Lead the analysis and evaluation of new product performance metrics to make changes to offerings, if necessary, prior to full launch.
• Coordinate with relevant control partners to ensure product offerings are designed and implemented in compliance with all applicable laws and regulations.

Product Development Director – Modernization

• Responsible for development of digital first products supporting the needs and risks of USAA Members
• Oversee the development and launch new innovative product offerings as well as auxiliary/enhanced features/services for existing products
• Develop and finalize recommendations to launch new products and the evaluation and decision to buy/build or ally for the line of business
• Generate creative product and coverage solutions for member needs to ensure a dynamic product development pipeline exists
• Responsible for maintaining thorough level of knowledge of business and underwriting performance for products in scope (e.g. trends, results, etc.)
• Responsible for post-launch maintenance and underwriting of 'new in market' products based on product performance, member needs and competitive changes in the market including but not limited to product rules, rates, and forms
• Leverage cross functional resources to gather data and member information to support formulation of product strategy and acquire competitive intelligence
• Lead a team to analyze internal and external data and member information to support formulation of product strategy and enhance competitive intelligence
• Develop and communicate new product value proposition for the line of business across teams and levels of leadership
• Ensure product development team deliver sales support to all distribution channels (e.g., .com, mobile, contact center) so that the new product is properly positioned to members
• Direct the analysis and evaluation across multiple new product performance metrics to adapt offerings, if necessary, prior to full launch
• Coordinate with relevant control partners (to include Legal, Compliance, and Risk Management) to ensure product offerings are designed and implemented in compliance with all applicable laws and regulations
• Coach and develop employees belonging to the product development team, on an ongoing and real-time basis, to drive maximum performance and engagement levels to achieve desired business results