Job description

Why USAA? 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 Opportunity
The Risk Analyst lead - Complaints is responsible for monitoring complaint key risk indicators and executing on both targeted (scheduled) and triggered reviews of consumer complaints. These reviews include conducting root cause analysis of KRI breaches and of individual complaints, analyzing findings and reporting on results.
Focus on identifying, analyzing and resolving issues associated with customer complaints
Monitor Complaint Key Risk Indicators
Perform targeted complaint reviews and root cause analysis

This position is a hybrid work type and can be based in one of the following locations: San Antonio, TX; Plano, TX; Phoenix, AZ; Charlotte, NC; or Tampa, FL. Hybrid roles help employees gain the best of both worlds – collaborating in-person in the office and working from home when needed to achieve focused results.

What you'll do:
Identifies and seeks key stakeholders across the enterprise to support the identification, assessment, aggregation and the overall management of risks and controls.
Presents findings and recommendations to various levels of leadership.
Routinely communicates results of risk assessments to governance committees, business process owners and various levels of leadership and influences decision making.
Develops process 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.
Develops strategies, tools, and methodologies to measure, monitor, and report risks.
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.
Evaluates results, and frames contingency plans in partnership with key business stakeholders.
Crafts key communications to be delivered to executives and board members.

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.
8 years of risk management, regulatory or operations experience in a relevant functional area to include banking, insurance, financial services, audit, project management, public accounting or other related operational area.
Or advanced degree/designation in Risk Management, Business, Finance, or other discipline relevant to risk management and 6 years of work experience in a discipline relevant to risk management.
Advanced risk management experience in a complex institution and/or highly matrixed environment.
Demonstrated experience in conflict resolution management and ability to effectively challenge at all levels of management and influence business outcomes.
Experience leading and directing work with both internal and external partners in a highly collaborative environment.
Demonstrated critical thinking and knowledge of data analysis tools and techniques and decision-making abilities, to include demonstrated ability to effectively make data-driven decisions.
Proactively identifies potential concerns and follows-up to resolve issues.
Advanced knowledge of Microsoft Office products including Excel and PowerPoint.

What sets you apart:
Six plus years of either SLOD (Second Line Of Defense), or FLOD (First Line Of Defense) Risk experience in a large financial institution.
Six plus years of Complaints experience (Preferred)
Experience providing risk oversight to regulatory and business complaints program (technology, reporting, program adherence), establishing and maintaining enterprise risk oversight for horizontal risk programs
Experience in either business or risk role with Marketing, Brand, Strategy and Digital platforms
Experience evaluating the risks of strategic programs and initiatives, working with the business to mitigate the risks and monitor the effective implementation to achieve the goals

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: $115,240 - $220,270.

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.

Relocation assistance is not available for this position.

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.

smogtown13.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, smogtown13.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, smogtown13.com is the ideal place to find your next job.