USAA

Communications

• Lead communications strategy for USAA’s enterprise functions, including Human Resources, Finance, Technology, Risk, and Legal
• Develop function narratives translating business priorities, member value, culture, mission, and leadership vision into compelling internal and external stories
• Create understanding, engagement, trust, and advocacy among employees
• Anticipate emerging issues, industry trends, and reputational risks and develop proactive communications strategies
• Develop executive communications strategies that strengthen leadership credibility and build trust
• Partner with executive leadership to translate complex business priorities into compelling employee and member narratives
• Foster strategic thinking, proactive storytelling, business partnership, communications excellence, process, and rigor within the team
• Lead through influence across a matrixed organization and build partnerships across corporate functions
• Build and oversee a team through recruiting, development, retention, coaching, performance management, and other managerial activities
• Ensure business risks are identified, measured, monitored, and controlled according to risk and compliance policies

AVP, Corporate Communications

Risk

• Serve as the primary Second Line of Defense program owner for Issue Management oversight within the Property & Casualty portfolio
• Independently manage the issue review lifecycle
• Evaluate supporting evidence and document defensible conclusions
• Identify portfolio-wide trends and provide effective challenge to ensure high-quality risk management practices
• Partner with risk, compliance, audit, and business stakeholders across the P&C organization
• Monitor issue remediation efforts and assess risk exposures
• Provide actionable insights to leadership
• Identify, assess, aggregate, and document risks and controls, including risks related to new or modified products, services, distribution channels, regulations, and third-party operations
• Communicate risk assessment results to governance committees, business process owners, and leadership
• Implement risk policies, practices, appetites, and solutions
• Enhance strategies, tools, and methodologies to measure, monitor, and report risks
• Produce analytical material for cross-functional discussions and solution strategies
• Contribute to cross-functional teams identifying, assessing, aggregating, and mitigating current and emerging risk events
• Formulate stress test plans, evaluate results, and frame contingency plans
• Support portfolio analytics, reporting, and automation initiatives

Senior Risk Analyst – P&C Risk

Insurance

• Engage with members throughout the day in a dynamic call center environment
• Help members with insurance needs through service, sales, and retention conversations
• Build trusted relationships by identifying needs and recommending personalized insurance solutions
• Deliver exceptional member experiences while balancing sales, service, and compliance requirements
• Navigate multiple systems and adapt to changing member and business needs in a fast-paced contact center environment
• Support team success and USAA’s mission of serving military members, veterans, and their families
• Support members through consecutive inbound calls while using multiple applications
• Build skills in multitasking, problem-solving, and customer service
• Assist members primarily by phone with scheduled breaks

Insurance Sales and Service Representative, Licensed

Operations

• Manage and remain accountable for property claims operations member service teams
• Lead execution of change management, claims strategies, leader development and technology adoption
• Drive operational risk management, regulatory compliance training, policies and procedures across multiple teams
• Select, develop, lead and hold managers accountable for serving members and providing appropriate claims solutions
• Coach managers on claims handling, claims inspection, quality review and escalation response
• Achieve assigned goals, objectives and scorecard deliverables
• Plan, organize and control resources to deliver appropriate claims service
• Ensure compliance with regulations, policies, procedures and fair claims settlement practices
• Provide technical guidance, monitor claims reserves and extend settlement authority
• Manage service, loss control and loss adjustment expense
• Identify trends and develop action plans
• Research and influence the financial impact for the business area
• Inspire high-performance teams to deliver exceptional member experiences and results
• Remove obstacles and lead and champion change
• Ensure business risks are identified, measured, monitored and controlled according to risk and compliance policies and procedures

Director, Claims Operations – Property

Auto Claims Adjuster

• Investigate highly complex auto claims to determine coverage, liability, and physical damage, including total loss settlements
• Negotiate liability for comparative negligence with claimants or adverse carriers
• Identify coverage concerns, review prior loss history, and create SIU referrals when appropriate
• Gather information from police reports, recorded statements, and witness statements to determine liability
• Analyze information to establish regulatory compliance and settlement value
• Evaluate and negotiate first- and third-party automobile physical damage settlements within authority limits
• Negotiate excessive storage charges
• Resolve claims through proactive problem solving and decision making under moderate supervision
• Document damage evaluation, investigation, negotiation, and settlement decisions
• Collaborate with external and internal business partners to facilitate claims resolution
• Support members, business partners, and claimants through multiple communication channels and digital tools
• Apply knowledge of P&C insurance products, policy contracts, coverages, and claims procedures
• Serve as an informal resource for team members when needed
• Support workload surges and catastrophe response operations, including mandatory on-call dates and potential evening, weekend, and holiday work
• Potentially travel for CAT deployments with minimal notice
• Handle various claims, including higher-complexity claims, and additional work as assigned
• Identify, measure, monitor, and control risks in accordance with risk and compliance policies

Senior Auto Adjuster – CAT Claims

Appraiser

• Investigate, negotiate, evaluate, and appraise vehicle damage claims for repairable and total loss vehicles.
• Use digital tools to evaluate highly complex auto physical damage claims in accordance with contracts, corporate guidelines, and laws and regulations.
• Investigate claim damages and communicate with insureds, internal claims adjusters, third parties, and vendors, including possible face-to-face interactions.
• Review facts of loss and vehicle damage to identify subrogation opportunities and ensure supporting documentation is included.
• Apply advanced knowledge of P&C insurance products, services, contracts, and internal processes to ensure compliance.
• Review claims and suppliers for fraud indicators and refer applicable matters to the Special Investigations Unit.
• Maintain accurate and current claim file documentation.
• Manage desk workload, perform timely follow-ups, and map repair plans and timelines.
• Review additional damage from repair facilities and complete supplements or triage inspections to field providers.
• Serve as a subject matter expert for disputed claims or trials and as a resource on escalated issues.
• Partner with vendors and internal business partners to resolve high-complexity claims and coordinate with external regulators when needed.
• Provide policyholders with coverage, repair estimate, total loss valuation, and claims/repair process information.
• Support workload surges and catastrophe response operations, including mandatory on-call dates and possible evening, weekend, or holiday work.
• Travel with minimal notice for assigned catastrophe deployments.
• Work claims of varying complexity and perform additional duties as needed.
• Identify, measure, monitor, and control risks in accordance with risk and compliance policies and procedures.

Senior Auto Appraiser

Advisor

• Handle and resolve the most complex and unique regulatory and consumer complaints
• Examine stakeholder and Advocacy Advisor work for regulatory errors, process failures, or service failures
• Lead collaboration among Business SMEs, Legal, Compliance, and other stakeholders
• Apply expert knowledge of products, services, and processes to resolve complaints and issues
• Provide guidance to team members on highly complex complaints
• Serve as a team point of contact and occasional leadership resource
• Research and respond to escalated complaints and inquiries
• Develop summaries and refer findings to business or functional leadership
• Conduct research and deliver expedited verbal or written resolutions to complainants
• Share escalated feedback through appropriate channels
• Identify compliance gaps and initiate issue management with business partners
• Identify opportunities to mitigate risk and improve member experience
• Communicate with complainants, executives, regulators, legal, and internal and external customers
• Maintain expert knowledge of policies, procedures, regulatory guidelines, and complaint standards
• Document factual complaint research and resolution summaries
• Coach the team to manage and prioritize workload and meet service-level objectives
• Identify, measure, monitor, and control risks in accordance with risk and compliance policies

Senior Advocacy Advisor

Project Manager

• Lead implementation of moderate to complex work efforts with cross-functional teams to achieve deliverables and milestones
• Plan, direct, organize resources, and coordinate project activities within program guidelines, timeframes, scope, and budgets
• Develop and maintain integrated project plans, key milestones, and delivery roadmaps with critical path assessments
• Monitor and report on business objectives, work effort achievements, and key indicators
• Facilitate creative alternatives to work effort challenges and resolve issues with subject matter experts
• Identify and proactively manage risks, dependencies, and mitigation strategies
• Remove obstacles and resolve impediments to achieve business and operational objectives
• Communicate and escalate program risks and blockers
• Collaborate with stakeholders, vendors, and project teams to resolve competing priorities and negotiate timelines
• Monitor project execution and delivery progress, communicating incremental business value
• Establish stakeholder communication cadence and oversee communication planning
• Identify and apply best practices and process improvements within governance frameworks
• Adhere to EPMO processes, procedures, controls, standards, tools, and templates
• Drive adoption and sustainment of organizational changes under USAA’s Change Management methodology
• Ensure business activity risks are identified, measured, monitored, and controlled under risk and compliance policies

Senior Project Manager – Life Insurance

Strategy

• Develop, maintain, and enhance Adobe Analytics dashboards and front-end reporting solutions
• Ensure reporting accuracy, data integrity, and alignment with business requirements
• Query, transform, and analyze data from enterprise data sources, including Snowflake
• Conduct in-depth analysis to identify performance trends, anomalies, and optimization opportunities
• Deliver actionable insights and recommendations supporting business strategy and performance goals
• Present findings and strategic recommendations to business stakeholders and leadership
• Define outcome measures, improve prioritization and decision agility, evaluate progress toward business outcomes, and assess risks to strategic goals
• Train and support stakeholders on report interpretation and data-driven decision-making
• Partner with Digital Acquisition teams to understand evolving reporting needs and business objectives
• Develop a deep understanding of customer journeys, digital experiences, and performance touchpoints to improve customer outcomes

Senior Business Strategy Analyst

Data Analyst

• Independently develop and execute advanced audit analytics for complex business and control questions
• Apply data-driven continuous auditing on business audits for the Audit Services team
• Participate in and make recommendations for ideation and development of analytic control tests
• Participate in execution of audit analytics, analytic methodology, and adoption of analytic approaches
• Partner with audit teams to understand data behind key processes, risks, and controls and develop analytic control tests
• Analyze and interpret results clearly and concisely
• Track and monitor progress against analytic control tests and projects and escalate results to Audit leadership
• Prepare presentations communicating audit data analytics results and make recommendations to Audit teams and leadership
• Develop data literacy skills through ongoing professional development
• Champion execution of data analytics strategy and transformation
• Collaborate across Audit, business, data, and technology teams
• Contribute to continuous auditing, automation, and modernization of Audit Analytics practices

Senior Audit Data Analyst

• Lead capacity planning and workforce optimization for the Retail Storefront Support Team
• Manage capacity levers, operational performance, and financial resources
• Translate business insights into actionable strategies through cross-team performance-data analysis
• Identify trends and recommend solutions to improve customer experience, retention, productivity, and growth outcomes
• Influence strategic direction and deliver executive-level presentations communicating complex findings
• Perform and present impact analyses to inform executive decision-making and drive organizational performance
• Lead stakeholder discussions, communicate analytical findings, support line-of-business strategy development, and influence business decisions
• Lead integration of analytic strategy and business strategy
• Identify key business assumptions and hypotheses around line-of-business strategy and refine them through further analysis
• Develop analytical frameworks and blueprints to answer business questions
• Support lower-level team members in developing analytical frameworks
• Evaluate complex strategic insights related to Profit & Loss performance, including Product Strategy, Pricing, Marketing, Sales, Credit Risk, Distribution Channels, and Member Experience
• Define outcome measures, improve prioritization and decision agility, evaluate progress toward business outcomes, and assess risks to strategic goals
• Influence strategic agreement using subject matter expertise, interpersonal skills, and negotiation skills
• Serve as a team lead and provide guidance and on-the-job training
• Identify, measure, monitor, and control risks in accordance with risk and compliance policies and procedures

Lead Business Strategy Analyst – P&C Workforce Analytics

Business Analyst

• Extract, integrate, and transform data from multiple sources
• Reconcile and validate the accuracy and reasonability of actuarial or financial information
• Prepare reports, reserve estimates, journal entries, financial statements, industry surveys, and special studies
• Analyze data and recommend solutions
• Improve actuarial tools and processes and develop solutions
• Resolve moderately complex to complex issues and navigate obstacles to deliver work products
• Serve as a resource to less experienced team members on escalated issues and share knowledge
• Serve as a subject matter expert on actuarial solutions projects, including automation, IT projects, and product development initiatives
• Participate in requirements development, testing, and implementation
• Identify and resolve issues or potential defects
• Maintain processes, procedures, and tools while ensuring regulatory requirements and internal controls are followed
• Work with business partners to understand regulatory implications and develop compliance processes
• Respond to audit requests and assist with internal and external audit responses
• Analyze trends or deviations from forecasts, plans, or other projections
• Proactively provide updates and information to appropriate audiences
• Identify, measure, monitor, and control business risks in accordance with risk and compliance policies

Life Actuarial Solutions Analyst – Inforce Pricing, Analytics

Product Manager

• Lead discovery, delivery, and performance of digital and technology products and experiences
• Collaborate with internal stakeholders and partners to optimize internal and external customer experiences
• Design and drive implementation of multi-platform technology and digital solutions
• Optimize existing products and experiences across delivery channels and platforms to drive KPIs and KRIs
• Employ User Centered Design and Design Thinking methodologies
• Develop product strategy, vision, and goals for complex, significant-scope digital and technology products
• Ensure strategic alignment across products, stakeholders, suppliers, and customers
• Identify opportunities using research, business and market intelligence, and data-driven insights
• Propose solutions, create and maintain roadmaps, and improve Call delivery tools
• Translate opportunities into initiatives, requirements, epics, and features and drive execution
• Shepherd complex product and experience opportunities from idea through market validation
• Drive, quantify, and defend product and experience investments through business cases and hypotheses
• Analyze and report product performance against KPIs/KRIs and share best practices
• Generate insights to improve digital products, call routing, and experiences, ensuring improvements are implemented
• Prepare presentations and facilitate product definition, concept, discovery, development, delivery, and validation sessions
• Conduct internal and external research and situational analysis to apply industry call delivery practices and trends
• Manage ambiguity, influence stakeholders, drive clarity, and establish execution plans
• Provide guidance and mentoring to team members and serve as an escalation point
• Identify, measure, monitor, and control risks in accordance with risk and compliance policies

Lead Digital Product Manager

• Lead the Bank's Member Forecast function, providing a forward-looking view of Bank membership health across new member acquisition, Multi-Business Household growth, and member attrition
• Translate acquisition, deepening, and retention performance into a unified membership forecast informing product strategy, investment prioritization, and executive decision-making
• Formulate product, pricing, and sales strategy recommendations based on profitability, competitiveness, and sales performance across the full lifecycle of bank products
• Analyze market trends and product performance for sustainable growth, profitability, member value, and regulatory compliance
• Define business questions and provide insights to improve business performance
• Execute the product vision, strategy, and roadmap
• Support maintenance of existing products and lead development and launch of new products
• Drive and evolve the product vision, strategy, and multi-year roadmap aligned to Bank priorities and member needs
• Interpret performance results to inform product or sales forecasts and planning
• Lead product innovation aligned with business objectives, risk appetite, and regulatory expectations
• Develop recommendations to launch new products and decide whether to buy, build, or partner
• Act as product subject matter expert on features and services and collaborate with business partners
• Analyze product performance metrics and recommend market opportunities, product enhancements, and changes to existing features
• Partner with Marketing on go-to-market and value proposition strategy
• Support all aspects of the Product Life Cycle
• Approve and support development, editing, and distribution of product communications
• Coordinate with Legal, Compliance, Risk Management, and other control partners to ensure compliance with applicable laws and regulations
• Identify, measure, monitor, and control risks according to risk and compliance policies and procedures

Product Management Director – Bank, Member Forecasting

Processor

• Close and fulfill loans on a national basis from point of application through final loan fulfillment
• Review and evaluate loan files for qualification and fulfill the loan closing process
• Communicate with members, dealerships, financial institutions, and other third parties to ensure loans close and fulfill according to bank, investor, and regulatory guidelines
• Handle calls on complex member relationships and execute high-risk transactions
• Use established procedures to manage complex decision-making and resolve complex complaints and issues
• Evaluate loan files against credit criteria
• Verify customer payoffs, obtain or update purchase orders and title applications, and obtain dealer electronic checks
• Verify funding documentation in accordance with compliance, legal, regulatory, and investor guidelines
• Assist with lien perfection follow-up duties, prepare documents, and make outbound calls
• Identify, measure, monitor, and control business risks according to risk and compliance policies and procedures