Principal, Fraud Member Experience & Complaints Management

About the position

As a dedicated Principal, Fraud Member Experience & Complaints Management at USAA, you will play a crucial role in delivering effective regulatory solutions and advising senior executive leaders on key compliance issues within the assigned line of business. This position requires a deep understanding of regulatory risk management and the ability to provide leadership and direction on complex matters of significance. You will partner with various departments, including Legal, Enterprise Compliance, Risk, and IT, to develop and implement strategies that mitigate regulatory risks and enhance organizational compliance. Your expertise will be instrumental in increasing risk controls and ensuring that processes are in place to monitor and manage regulatory risks effectively. In this role, you will oversee the implementation and maintenance of risk management solutions, staying current on laws and regulations while serving as a trusted advisor to senior leadership. You will collaborate with cross-functional teams to design and implement both technical and non-technical solutions that minimize regulatory risks. Your thought leadership will guide strategy development, and you will engage with regulators to discuss the business's regulatory risk control programs. Additionally, you will be responsible for long-term initiatives, ad hoc requests, and ongoing risk management responsibilities, ensuring that risks associated with business activities are effectively identified and controlled. This position offers a flexible work environment, requiring in-office attendance four days a week, with the possibility of remote work within the continental U.S. Occasional business travel may be required. Relocation assistance is not available for this position, and candidates can be based in various locations, including San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, or Tampa, FL.

Responsibilities
? Oversees, guides and drives the implementation, development, and maintenance of Risk Management solutions.
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? Stays current on laws, regulations and industry standards and serves as a trusted strategic advisor to senior leadership.
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? Collaborates with a cross-functional team to lead the design, development and implementation of strategic solutions that protect and minimize regulatory Risk.
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? Demonstrates expert-level thought leadership towards strategy development and applies technical subject-matter-expertise to produce innovative solutions.
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? Supports and engages in discussions with relevant regulators on the business regulatory Risk control program.
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? Oversees Risk and/or quality control improvements and drives strategic mitigation recommendations for major initiatives.
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? Responsible for long-term initiatives, ad hoc requests, issues, and ongoing Risk management responsibilities.
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? Consults for other business units on control design to address strategic, operational, financial and regulatory Risks.
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? Establishes and monitors key performance and Risk indicators/metrics to assist with the early identification of Risk trends.
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? Responsible for the governance, administration of compliance and operational documents.

Requirements
? Bachelor's degree; OR 4 years of related experience may be substituted in lieu of degree.
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? 10 years of Risk Management, Audit, and/or Compliance experience within a financial services industry.
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? 6 years of specific SME experience and accountability for designing and implementing Risk management strategies.
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? Working knowledge/experience with IT in developing, designing and implementing technical solutions.
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? Strong understanding of business operations and management, including end-to-end processes and organizational dependencies.
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? Extensive experience and knowledge of compliance laws, rules, and regulations including relevant industry best practices.
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? Mastery of Risk management consulting skills, including gathering and synthesizing business requirements.
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? Executive-level mastery of property & casualty insurance or banking regulatory requirements.
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? Demonstrated ability to navigate and operate across multiple levels of a large organization.
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? Ability to build rapport with key partners and interface with businesses.

Nice-to-haves
? Significant experience leading escalation response teams for executive level complaints related to Financial Crimes.
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? Demonstrated success reducing risk and improving client/member experience utilizing complaint's theme analysis.
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? Experience with regulatory Agency engagement, audit & exam management.
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? US military experience through military service or a military spouse/domestic partner.

Benefits
? Comprehensive medical, dental and vision plans
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? 401(k)
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? Pension
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? Life insurance
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? Parental benefits
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? Adoption assistance
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? Paid time off program with paid holidays plus 16 paid volunteer hours
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? Various wellness programs
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? Career path planning and continuing education assistance

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