Bank Disputes Specialist II

Job Description

Purpose of Job

**We are currently looking for a Bank Disputes Specialist II that will be supporting our San Antonio and/or Phoenix locations. This position is remote with the the possibility of returning to the office.**
This job profile is designated as a Sensitive Position. Sensitive Positions are those positions in which individuals have the authority and ability to conduct in-scope activities (movement of USAA or Member funds) as defined within the Enterprise Sensitive Positions Mandatory Time-Away Compliance Policy. Employees in Sensitive Positions are required to fulfill a Mandatory Time-Away (MTA) requirement of 10 consecutive business days each calendar year.
Under direct supervision, protects the financial interests of USAA and our members by conducting investigations of member claims, researching, analyzing, and processing dispute inquiries for financial transactions related to debit, credit, deposit accounts, in an attempt to recover funds for the member in accordance with all Regulatory Requirements and Association rules. Engages in customer service activities to determine member needs and provide appropriate resolution. Operates in a strong compliance and risk management environment where performance is measured while ensuring constant support of USAA’s commitment to our members.

Job Requirements

• Identifies and manages existing and emerging risks that stem from business activities and the job role.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.
• Follows written risk and compliance policies, standards, and procedures for business activities.
• Utilizes growing knowledge of bank card rules and Federal Regulation to accurately identify issues and determine the best solution to recover funds.
• For routine and moderately complex member disputes, processes the issuance and removal of provisional credit, and issuance of permanent credit to member accounts as needed. Responsible for determining card holder liability based on results of reasonable investigation and removal of associated credits.
• Documents the results of the case in the appropriate case management system (DCC, EWL, First Track, ODOC, etc.).
• Maintains compliance, quality and productivity standards that are aligned with individual scorecards.

Minimum Experience:

• High School Diploma or General Equivalency Diploma required.
• 1 year of customer contact experience in a financial services organization to include dispute processing and/or conflict resolution.
• 1 year of analytical problem-solving experience.
• Experience working under Banking Regulations and Bank Card Association Rules to include Reg E and/or Reg Z, as well as UDAAP and all applicable financial regulations.
• Experience working in specific systems and tools (to include Windows operating system environment, Microsoft Office, Fidelity and/or Visa Online).
• Knowledge of federal laws, rules, and regulations to include: TILA/REG Z– Billing errors, Reg E – Error resolution, UDAAP.

Preferred Experience:

• Prior Credit Card and or Debit card experience

When you apply for this position, you will be required to answer some initial questions. This will take approximately 5 minutes. Once you begin the questions you will not be able to finish them at a later time and you will not be able to change your responses.

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 position. The salary range for this position is: $43,680.00 - $60,900.00

Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the USAA Board of Directors.

Geographical Differential: Geographic pay differential is additional pay provided to eligible employees working in locations where market pay levels are above the national average.

Shift premium will be addressed on an individual-basis for applicable roles that are consistently scheduled for non-core hours.

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.

Please click on the link below for more details.

USAA Total Rewards

Relocation assistance is notavailable for this position.

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.