USAA

Director

• Lead development and implementation of the organization's MSR hedging framework, including strategy, policies, procedures, controls, and escalation protocols
• Establish governance processes and reporting standards for oversight of MSR hedge activities
• Develop and execute MSR hedging strategies to mitigate interest rate and other market risks
• Manage daily hedging positions using Treasury futures, options, swaps, swaptions, TBAs, and other approved instruments
• Monitor hedge performance, effectiveness, and portfolio sensitivities, including duration, convexity, and basis risk
• Collaborate with the MSR Valuation team on portfolio characteristics, valuation assumptions, cash flow projections, duration estimates, and sensitivity analyses
• Evaluate market changes' impact on asset values and hedge performance
• Analyze market trends affecting mortgage servicing valuations and hedge performance
• Recommend hedge adjustments based on market conditions, portfolio performance, and risk appetite
• Develop hedge performance metrics, risk tolerances, and key risk indicators
• Monitor MSR hedge P&L and explain performance drivers to executive leadership
• Provide forecasts and recommendations regarding portfolio performance and capital utilization
• Develop and maintain management reporting packages for hedge activity, servicing valuations, and market exposures
• Support budgeting and financial planning for servicing and hedging activities
• Maintain documentation for hedge strategies, methodologies, controls, and governance requirements
• Support evaluation and implementation of systems, models, analytics, and vendor solutions
• Use valuation analytics to inform hedge positioning and risk management decisions while maintaining independent ownership of hedge strategy and execution
• Participate in model validation, assumption reviews, and governance discussions related to servicing asset risk measurement
• Partner with Risk Management, Finance, Accounting, Treasury, and Executive Leadership on enterprise risk objectives
• Serve as a subject matter expert for internal audits, external audits, and regulatory examinations
• Build and oversee a team through recruiting, development, retention, coaching, performance management, and managerial activities
• Ensure business risks are identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Mortgage Servicing Rights (MSR) Hedging Director

Advisor

• Identify opportunities and provide guidance on procedure and process improvements to influence business optimization
• Collaborate with enterprise partners to develop business rules, requirements, and artifacts for business projects, processes, and initiatives
• Define acceptance criteria and requirements, provide artifacts, obtain approvals, and document business decisions
• Coordinate with stakeholders and program/project sponsors to support successful product and initiative implementation
• Coordinate training, communications, job aids, and related activities for new processes, procedures, and product changes
• Conduct periodic testing against key controls and take necessary corrective actions
• Assist with developing and executing operational reporting
• Assist with collecting and documenting business decisions in accordance with enterprise record retention standards
• Ensure business risks are identified, measured, monitored, and controlled according to risk and compliance policies and procedures
• Analyze complex data and processes, identify trends, root causes, risks, and opportunities, and develop recommendations
• Communicate findings to leadership through executive-ready presentations and reporting
• Advance governance, operational readiness, continuous improvement, and transformation efforts
• Lead or support cross-functional initiatives using Agile methodologies, including backlog management, user story development, sprint planning, and acceptance criteria definition
• Translate business needs into clear requirements and foster alignment across business, technology, risk, compliance, and operational partners

Business Advisor I – Complaints Program

Manager

• Serve as the operational bridge between the Service Desk, Availability Command Center, and Technology Support teams
• Conduct 24/7/365 international monitoring and analysis for potential incidents involving company brand, property or work sites, technology outages, employee health and safety, service providers, or severe weather
• Perform end-to-end incident management, including triage, documentation, categorization, prioritization, alerting, reporting, and After-Action Reviews
• Manage complex triage, categorization, prioritization, alerting, work assignments, and problem resolution
• Facilitate Post Incident Response and After-Action Reviews
• Mentor peers and team members
• Monitor and analyze incidents potentially impacting employees, assets, business, or brand
• Execute staff recalls as directed
• Perform critical business operations or systems application processes, procedures, and incident remediation action plans
• Manage internal communications during major incidents
• Decide when to recall senior staff
• Provide management with analysis and insight on operational analytics
• Lead incident management calls with senior leadership to remediate enterprise-impacting incidents
• Align incident management plans, processes, and procedures with current industry standards
• Facilitate training on tools and services used by Incident Managers
• Identify, measure, monitor, and control risks in accordance with risk and compliance policies and procedures

Senior Incident Manager

Product Designer

• Lead collaboration with stakeholders and cross-functional teams in developing and implementing key initiatives
• Promote team relationships and build processes that facilitate productive teamwork
• Direct analyses and investigations to understand root causes of complex business problems
• Synthesize and interpret large quantities of information
• Plan, lead and facilitate brainstorming sessions and planning workshops
• Apply user-centered design principles to create visual artifacts and representations of strategic intent
• Create and share creative design alternatives to project challenges
• Develop communication materials, reports and presentations that define the business case and drive business decisions
• Communicate strategic vision and project deliverables to stakeholders across the enterprise, including senior executive management
• Research and assess capabilities and industry best practices in financial services and customer-focused industries
• Propose new ideas and provide thought leadership influencing research direction
• Anticipate opportunities and potential solutions and lead teams through problem resolution
• Champion and develop rationale supporting final recommendations
• Identify, measure, monitor and control risks in accordance with risk and compliance policies and procedures
• Partner with executive leaders and teams across products, operations, digital, servicing and support functions to solve complex member experience challenges
• Use data, member experiences and business context to prioritize changes and drive measurable improvements in banking experiences

Experience Design Lead

Operations

• Research new securities purchased in institutional portfolios using Bloomberg and other market data sources
• Work with traders, strategists, asset managers and reporting analysts to research securities
• Create, define and maintain securities records in order management, accounting and data warehouse systems
• Monitor post-trade compliance triggers
• Facilitate post-trade and pre-accounting operations with investment custodians and software vendors
• Identify, measure, monitor and control risks associated with business activities
• Provide subject matter expertise on valuing complex securities and completing securities transaction data entry
• Validate corrections to security master data errors and review corrections across multiple reviewers and preparers
• Diagnose complex system and data problems, determine root causes and coordinate resolutions
• Lead identification and correction of complex trade data problems across asset managers and formats
• Notify compliance, traders and portfolio managers of compliance violations
• Facilitate operational discussions with asset managers and custodian banks, including vendor management and scorecard reviews
• Address gaps from control testing, audits and QA; assist with issue management
• Peer review corporate actions
• Provide advanced user support and configuration assistance to the investment management group
• Support middle-office user access reviews
• Serve as a subject matter expert in system enhancement efforts and projects
• Lead Lines of Defense testing, assign test cases, gather evidence and facilitate stakeholder reviews
• Provide IT with business requirements and validate enhancements through testing
• Identify compliant process improvements and solutions
• Execute trade reconciliations, regulatory reporting, collateral processing and SMF reviews
• Manage projects from initiation through completion, including coordination, resourcing and testing
• Assign and direct work of other analysts and represent Investment Operations in the Director's absence

Investment Operations Analyst Lead

Product Manager

• Own the end-to-end acquisition engine and operating plan for consumer credit card growth across digital, partner, direct mail, retail, branch, and performance marketing channels
• Drive profitable member and new-to-bank card acquisition
• Build and optimize the full funnel from demand generation through approval, funding, activation, and early spend
• Drive acquisition performance against approval rate, conversion, CPA/CAC, cost per funded account, activation, and early portfolio quality metrics
• Partner with product, underwriting, marketing, data, analytics, risk, operations, finance, and leadership teams
• Improve targeting, offer strategy, application experience, funnel conversion, application decisioning, fraud controls, and onboarding efficiency
• Develop and prioritize channel mix, creative strategy, media investment, and partner relationships
• Lead acquisition planning, execution, measurement, and continuous optimization
• Connect acquisition investment to long-term value and portfolio economics
• Create executive-level reporting and strategic recommendations on wins, gaps, and opportunities
• Communicate and promote the product value proposition to the Distribution organization
• Ensure sales support across distribution channels, including .com, mobile, and contact center
• Develop new product or sales offerings and enhanced features/services
• Lead research, analyze performance metrics, and evaluate market opportunities or product enhancements
• Gather data and member information to formulate product strategy and acquire competitive intelligence
• Develop communications for product and pricing strategies with stakeholders and committees
• Build and oversee a team through recruiting, development, retention, coaching, performance management, and managerial activities
• Interpret performance results to inform product or sales forecasting and planning
• Ensure business risks are identified, measured, monitored, and controlled in accordance with risk and compliance policies

Director, Product Management – Credit Card

Adjuster

• Complete formal training, hands-on experience, and mentorship to develop auto bodily injury claims expertise
• Investigate, evaluate, and resolve auto bodily injury claims
• Deliver a high level of member service
• Communicate with members, claimants, attorneys, and third parties to gather facts and provide updates
• Analyze coverage, assess liability, and evaluate damages including medical injuries
• Review and interpret medical records, police reports, and other claim documentation
• Establish and manage claim reserves within authority guidelines
• Develop and execute claim strategies for timely and fair resolution
• Negotiate settlements with claimants within authority levels
• Identify potential fraud and escalate concerns to appropriate teams
• Maintain accurate and compliant claim file documentation
• Partner with internal and external stakeholders to support claim resolution
• Identify, measure, monitor, and control risks associated with business activities according to risk and compliance policies and procedures
• Transition to a hybrid schedule after successful completion of the apprenticeship program

Injury Adjuster Apprentice

Attorney

• Provide complex analytical, business, and technical support for strategic business functions, processes, and applications/IT platforms
• Lead and participate in business analysis and decision-making efforts
• Create, implement, and maintain application solutions aligned with business needs
• Propose changes to business processes to better align with business needs
• Advise stakeholders and provide analytical support and recommendations concerning business and application/IT platform direction and modifications
• Advise customers and facilitate identification, research, and analysis of application, IT platform, and technology solutions
• Collaborate with team members, stakeholders, and information services to identify and address dependencies, risks, and opportunities
• Research complex business issues using advanced knowledge of business principles and theories
• Analyze and document business requirements for application/IT platform and data systems
• Direct testing and implementation of new systems or changes to existing systems
• Lead and participate in designing and administering standards and policies for application/IT platform and end-user customer documentation
• Establish system documentation standards and quality assurance methodologies
• Provide work direction and coaching to team members and input on performance and development plans
• Identify, measure, monitor, and control risks associated with business activities in accordance with risk and compliance policies