Learning Performance Consultant Senior ? Bank Disputes (Fraud/Non-Fraud)

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 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 As a dedicated Learning Performing Consultant Senior-Bank Disputes (Fraud/Non-Fraud), you will serve as an internal learning consultant to enhance the performance of employees through the identification and facilitation of learning solutions. Serves as a strategic partner to assist the business in identifying gaps in knowledge to make recommendations and implement solutions to enable achievement of performance goals and objectives. Collaborates with all levels of USAA management and internal partners to assess business or employee issues related to learning opportunities. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ or Tampa, FL. Relocation assistance is not available for this position. What you'll do: Partners with business and internal peer partners to identify learning opportunities, define learning requirements (problem identification, performance requirements, measures of success, etc.) and develop learning plans, and facilitate the delivery of learning solutions. Uses internal business partnerships to proactively take on business problems related to learning and performance opportunities and ensure appropriate elements are communicated in a clear and timely manner. May evaluate and engage external vendor partnerships to assess specific learning solutions and implement as appropriate. Assembles key participants and guides and facilitates cross-functional teams in the strategy development and implementation of learning solutions for the business. Serves as a mentor to peers and team members for assigned area of responsibility. Guides team members and shares standard processes in the development and delivery of their work product. Acquires and applies sophisticated knowledge of business, its products, and processes to provide effective learning solutions. Synthesizes and analyzes performance data to identify root cause(s), driving employee performance issues and provides recommendations on solutions to influence resolving performance issues. Uses human centered design principles to define learning experiences aligned to learner needs. Collaborates with internal business partners to validate that curriculum solutions align to business priorities and strategy for operational effectiveness, and applies understanding of the business, its products, and processes to reshape content for changing needs. Curates and organizes course content to produce engaging, insightful, and visually compelling moderately sophisticated programs on appropriate delivery modalities to meet the learning needs of the business. Collaborates on performance improvement projects and designs and implements performance improvement interventions or plans to directly address and mitigate performance gaps. Ensures risks associated with business activities are optimally identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures. What you have: Bachelor?s degree: OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree. 6 years of experience in conducting needs assessment, designing, implementing, and managing learning and development programs for a diverse client group. Experience gathering requirements and being a liaison to business partners regarding learning needs. Experience creating learning solutions in a fast-paced, agile environment with a focus on iterative, continuous improvement using business feedback, and lifecycle planning for learning programs. Experience in consulting, influencing, and communicating at an executive level. Proven ability to transfer knowledge to advance team, organization and enterprise goals and objectives. Experience implementing innovative learning solutions. Experience proposing solutions that educate the workforce and minimize risk and improve quality and sustainment. Experience with digital learning technologies, adult learning theories and/or instructional design approaches. What sets you apart: US military experience through military service or a military spouse/domestic partner. Experience with vendor technology to include Visa Resolve Online (VROL), Data Navigator, [AMEX?], Pep +, and Zelle. Experience with USAA applications to include Enterprise Work List (EWL) and Disputes Command Center (DCC). Experience with Virtual Technology and ability to deliver training remotely. Familiarity with navigating and referencing Knowledge Central (KC). Demonstrated ability to lead and manage teams, facilitate training, and provide one-on-one coaching. Ability to apply a variety of instructional techniques such as role playing, simulations, team exercises, group discussions, videos, or lectures to real-world situations and debrief activities to arrive at learning outcomes. Knowledge of Regulation E & Z and Network Requirements. Knowledge of learning theories, adult learning principles and instructional design model. Advanced knowledge of Microsoft Office Products (Excel, Word, PowerPoint). Lesson and curriculum planning skills with the ability to work with SMEs to identify audience?s training needs, learning objectives and content gaps. Excellent written and oral communication skills. 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: $81,770 - $156,290. 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 USAAjobs.com. 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. If you are an existing USAA employee, please use the internal career site in OneSource to apply. Please do not type your first and last name in all caps. Find your purpose. Join our mission. USAA is unlike any other financial services organization. The mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. We do this by upholding the highest standards and ensuring that our corporate business activities and individual employee conduct reflect good judgment and common sense, and are consistent with our core values of service, loyalty, honesty and integrity. USAA attributes its long-standing success to its most valuable resource: our 35,000 employees. They are the heart and soul of our member-service culture. When you join us, you'll become part of a thriving community committed to going above for those who have gone beyond: the men and women of the U.S. military, their associates and their families. In order to play a role on our team, you don't have to be connected to the military yourself ? you just need to share our passion for serving our more than 13 million members. USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law

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