Senior Business Advisor (Complaints Management)
Company: USAA
Location: Phoenix
Posted on: May 8, 2024
Job Description:
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 of 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 OpportunityWe are looking for a Business
Advisor Senior for the Bank Member Experience & Complaints
Program.Advises stakeholders by providing business planning
guidance to include research, development, planning and
implementation of procedures and processes to increase business
viability and ensure compliance and/or product competitiveness and
profitable growth. Develops and implements solutions to influence
business decisions for relevant CoSA or line(s) of business.
Develops best in practice solutions to complex business challenges.
Identifies opportunities to change, enhance, or streamline existing
business projects and initiatives. Identifies regulatory and/or
operational gaps within the experience to mitigate key risks
associated with financial, reputational or member harm.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,
Colorado Springs, CO, Charlotte, NC, Chesapeake, VA or Tampa, FL.
Relocation assistance is not available for this position. We may
consider a work from home option.What you'll do:
- Identifies compliance and/or profit growth opportunities and
provides guidance on procedure and process improvements to
influence business optimization.
- Leads teams and owns project management action plans, business
rules analysis and development, product development and service
delivery.
- Collaborates with enterprise partners to facilitate the
development of business rules, requirements and artifacts for
business projects and initiatives, and responsible for required
documentation of business decisions.
- Responsible for monitoring risks within the internal control
environment and advising on and recommending risk mitigation
actions by collaborating with Compliance, Legal, Operational Risk
Management, and Business Experience Owners.
- Coordinates training, communications and related activities for
new processes, product updates etc. where changes may be more
complex and/or may have cross-functional impact.
- May conduct root cause diagnostics of key processes, controls,
regulatory requirements to identify and document these issues
- Monitors, develop and communicate audit testing, control
testing and examination requests.
- Assists with development and management of operational
reporting and provides trend analyses and solutions.
- Ensures risks associated with business activities are
effectively identified, measured, monitored, 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 project management, process consulting, or business
optimization planning experience within the financial services
industry.
- Advanced knowledge of relevant industry technology
applications, such as Salesforce, SharePoint, Portal, CRM, CBS,
Fiserv, KDIM, Fidelity, Metric Stream or other industry related
applications.
- Experience developing solutions and recommendations that will
increase efficiency and improve business decisions, including
managing performance and profitability, in adherence to risk and
compliance guidelines.
- Knowledgeable in the applications of Agile process and
procedures.
- Knowledge and application of risk management frameworks and
regulatory requirements for applicable LOB.
- Demonstrated experience in developing communications and
delivering key information effectively to stakeholders and all
levels of management to influence decisions centered around
business optimization.What sets you apart:
- Deep experience in complaints program management in a large
retail bank environment
- Experience in executing and/or leading Risk Control Self
Assessments (RCSAs), issue management, and process efficiency
programs
- Consistent track record to inspire change and collaborate with
all levels of management
- Strong analytical, organizational, and problem-solving
skills
- Experience with communicating and presenting key concepts to
senior leadership, broad groups and team staff
- Consistent track record to craft, implement, and sustain
oversight processes
- Third Party Vendor Oversight and Monitoring
- Data analysis
- Strong Critical thinking and root cause analysis skillset
- Ability to deliver executive level reporting
- Banking compliance and risk management experience
- US military experience through military service or a military
spouse/domestic partnerThe 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.
Keywords: USAA, Buckeye , Senior Business Advisor (Complaints Management), Executive , Phoenix, Arizona
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