USAA

Advisor

• Complete timely and accurate documentation of consumer and regulatory complaints and inquiries in the USAA Complaint Registry
• Understand complaints and inquiries using critical thinking and respond appropriately
• Acquire and apply advanced industry knowledge related to complaint handling
• Provide guidance and feedback to less tenured team members
• Identify member needs, intake complaints, alert leadership, gather information and documentation, and resolve issues according to procedures
• Take escalated calls on behalf of the Executive Management Group, Chairman, Board of Directors and regulatory agencies
• Participate in or lead surge events, team projects, initiatives, presentations and events
• Prepare and proof written correspondence for complainants and regulatory agencies
• Apply knowledge of case management and workload management systems
• Handle Cross-Function or Line of Business complaint processes and uphold complaint resolutions
• Support the Annual Members' Meeting
• Monitor complex intake channels, including regulatory complaints and inquiries handled manually and through Robotic Process Automation
• Identify process gaps and escalate solutions
• Complete assigned control work
• Address QA feedback and remediation requests timely
• Provide timely and accurate member profiles
• Identify, measure, monitor and control business risks according to risk and compliance policies and procedures

Member Relations Advisor I

Program Manager

• Support Shared Services and Corporate Functions by planning and delivering defined technology programs, projects, and workstreams
• Work with engineering, architecture, product, risk and compliance, business partners, and vendors in a matrixed environment
• Execute assigned work day to day with discipline
• Communicate status clearly
• Track dependencies and risks and escalate issues in a timely manner
• Maintain program strategies aligned with organizational goals and appropriate to risk, size, and complexity
• Participate in analyses, root cause identification, and development and recommendation of key work products
• Facilitate meetings with executive management and project sponsors to define solutions
• Negotiate agreements, settle disputes equitably, and diffuse situations
• Follow EPMO processes, procedures, controls, standards, tools, and templates
• Follow required governance rigor
• Drive adoption and sustainment of organizational changes in compliance with USAA's Change Management methodology
• Identify, measure, monitor, and control risks associated with business activities in accordance with risk and compliance policies and procedures

Program Manager – Mid Level

Risk

• Manage and drive solutions for stronger controls and risk or regulatory compliance initiatives
• Oversee procedures and processes, regulatory reporting and filing, document governance, risk control self-assessments, procedure governance, control design, new product controls, third-party governance, and quality governance
• Perform ongoing supervision and oversight of business controls and evaluate control effectiveness
• Conduct risk data analysis, report preparation, and trend analysis using business intelligence tools
• Identify opportunities to improve and strengthen the control environment through actionable insights
• Translate control deficiencies into action plans and recommend governance enhancements
• Partner with stakeholders to correct or prevent unfavorable trends and assess impacts
• Lead project teams through risk remediation concept, planning, execution, and implementation
• Advise senior management on control environment status, risk identification, and control weaknesses
• Identify critical areas to monitor and escalate issues and findings
• Develop and maintain processes, procedures, and tools for exception alerts and resulting cases
• Provide control oversight to ensure compliance with laws and regulations
• Serve as a primary resource to team members
• Ensure business risks are identified, measured, monitored, and controlled according to risk and compliance policies

Senior Business Risk and Controls Advisor – Control Testing

Business Analyst

• Support the operational performance of the IT Service Desk and Internal Workforce Support organization through workforce planning, forecasting, scheduling, and capacity management
• Serve as a strategic partner to Service Desk leadership to align resources with service demand and operational performance objectives
• Use workforce management tools, operational analytics, and forecasting models to optimize staffing and improve service levels
• Proactively identify workforce risks, analyze operational trends, and deliver data-driven recommendations
• Collect, analyze, and report workforce metrics
• Deliver capacity-planning solutions for operational contact or claims centers
• Oversee business schedule processes and data to align schedules with business demand
• Manage strategic supplier relationships and standardize scheduling processes across lines of business
• Manage strategic supplier Quality Management and Operational Guidelines
• Build and maintain relationships with internal business units and leaders
• Serve as a subject matter expert on contact or claims center workflow improvement projects
• Partner with cross-functional areas to determine headcount, volumes, budget, and spend for daily support and campaign strategies
• Present fluctuations to management and adjust resources as needed
• Analyze workforce scheduling to identify trends and recommend performance improvements
• Support team members on escalated issues and complex matters
• Identify, measure, monitor, and control risks in accordance with risk and compliance policies and procedures

Senior Workforce Management Analyst

Technical Product Manager

• Perform discovery, delivery, and performance management of digital and technology products and experiences
• Collaborate with internal stakeholders and partners to solve complex problems and optimize customer experiences
• Design and drive implementation of multi-platform technology and digital solutions
• Optimize and improve products and experiences across channels and platforms to drive KPIs and KRIs
• Apply Human-Centered Design and Design Thinking methodologies
• Use research, business and market intelligence, and data-driven insights to identify opportunities and propose solutions
• Create and maintain product roadmaps
• Translate customer needs and other inputs into problems, gaps, requirements, and features
• Drive execution strategy and shepherd opportunities from idea through market validation
• Collaborate with Business, UX, Technology, Operations, Marketing, and subject-matter experts
• Create business case artifacts and hypotheses
• Analyze and report product performance against KPIs and KRIs
• Generate insights using varied tools and resources to identify improvement opportunities
• Develop relationships with business partners, members, and stakeholders to understand business needs
• Prepare presentations and communications for diverse audiences
• Research industry best practices and trends
• Maintain knowledge of Business, Technology, UX, and relevant experiences and processes
• Identify, measure, monitor, and control risks in accordance with risk and compliance policies

Digital Technical Product Manager – Servicing

Analyst

• Manage and assess risks and opportunities across the Bank's consumer portfolios
• Translate analytical results into strategic solutions
• Develop and improve complex analytical frameworks
• Analyze data and processes and communicate insights to stakeholders and leadership
• Develop advanced quantitative analyses using internal and external data sources
• Challenge risk proposals through research, vetting, banking product knowledge, regulatory knowledge, and critical thinking
• Design, build, and help maintain risk management frameworks
• Develop and oversee risk reporting for management and committee oversight
• Design complex financial risk sensitivity analyses
• Provide thought leadership, coaching, and mentoring to team members
• Execute or implement advanced credit and/or financial modeling infrastructure
• Ensure business risks are identified, measured, monitored, and controlled according to risk and compliance policies
• Partner across Risk, Finance, Modeling, Product, and Operations teams
• Identify emerging risks, challenge assumptions, and support strategic business decisions

Senior Bank Credit Risk Analyst – Real Estate Lending

Backend Engineer

• Establish technology strategy and architecture for enterprise AI and machine learning platforms
• Evaluate emerging technologies and define scalable architecture and design patterns
• Guide integration, deployment, and operation of AI capabilities across technology and data ecosystems
• Translate business needs into technical direction while balancing innovation, scalability, operational readiness, risk, cost, and responsible AI practices
• Collaborate with business and IT stakeholders to understand strategy, requirements, measures, risks, and controls
• Create technology decisions, architecture artifacts, evolutionary strategies, and roadmaps
• Build relationships with stakeholders and engineering resources to influence priorities, cost transparency, and execution
• Assess domain applications and advise business owners on proposed courses of action
• Define and document architecture standards and evaluate architecture-standard waivers
• Participate in workstream planning, solution design reviews, code reviews, test case definition, and troubleshooting production incidents
• Mentor architects, engineers, and IT colleagues
• Maintain architecture documentation and complete deliverables
• Establish external relationships with industry organizations, government boards, and vendors
• Pursue external eminence through certifications, conference presentations, technical papers, open source, and patents
• Identify, measure, monitor, and control business risks in accordance with risk and compliance policies

Technical Architect – AI Platform

• Set enterprise technology strategy and direction for USAA’s Data in Motion domain
• Govern how data moves across the association
• Establish standards and solutions across data streaming, distributed systems, messaging platforms, integrations, and enterprise data pipelines
• Ensure architectures are secure, scalable, and resilient
• Advance modernization from traditional ETL and legacy integration platforms toward modern ELT, streaming, and pipeline-based approaches
• Collaborate with business and IT stakeholders to understand strategy, requirements, measures, risks, and controls
• Create technology decisions, architecture artifacts, evolutionary strategies, and roadmaps
• Provide leadership and guidance to influence priorities, cost transparency, and execution of architecture solutions
• Assess domain applications and advise business owners on proposed courses of action
• Define and document architecture standards and evaluate architecture-standard waivers
• Participate in workstream planning, solution design reviews, code reviews, test case definition, and troubleshooting complex production issues
• Mentor architects, engineers, and IT community colleagues
• Maintain architecture domain documentation and complete deliverables
• Establish relationships with industry organizations, government boards, and marketplace vendors
• Pursue external eminence through certifications, conference presentations, technical papers, open-source contributions, and patents
• Identify, measure, monitor, and control business risks in accordance with risk and compliance policies

Technical Architect – Data Infrastructure

Investigator

• Conduct complex investigations regarding corporate policy violations, workplace violence, fraud, collusion, and other criminal matters within or against USAA
• Build relationships with peer partners and leadership to educate all levels of the enterprise about internal threats and fraud
• Participate in developing and implementing internal fraud or threat issues as an innovative team resource
• Review laws, regulations, and current events for business impact
• Apply advanced knowledge of the business, its products, procedures, and processes
• Maintain knowledge of company policies, laws, regulations, and investigative best practices
• Serve as a resource to less experienced team members
• Utilize sophisticated investigative tools and techniques
• Conduct interviews and/or interrogations, gather information, and analyze data
• Organize investigative results, preserve evidence, and present facts to substantiate or disprove allegations for employment decisions
• Assist with case preparation and coordinating Incident Management Team meetings
• Provide written and/or oral briefings of high-profile cases to management and Executive Management
• Participate in pre-event planning, security assessments, and coordination with Executive Protection, law enforcement, and venue security personnel
• Develop and maintain relationships with law enforcement agencies and other institutions to identify potential risks
• Assist with development of the CI HouseCall, workplace violence policy, standards, guidelines, and procedures
• Conduct CI HouseCall learning sessions regarding internal investigations, fraud, workplace violence, harassment, and corporate policy violations
• Provide comprehensive case reports for employee or contract employee disposition decisions
• Participate in the USAA Dialogue Dispute Resolution Program as required
• Identify, measure, monitor, and control risks in accordance with risk and compliance policies and procedures
• Perform other assigned tasks

Senior Corporate Investigator

Product Manager

• Support the Property and Casualty (P&C) Auto Product Development area
• Monitor product performance and data insights
• Support development of new products into target strategic markets
• Support product line initiatives related to product development, compliance, operational and process improvements, claims management, vendor management, product documentation, fulfillment, and system releases
• Participate in development of digital-first products supporting USAA members' needs and risks
• Support development and launch of new product offerings and auxiliary/enhanced features and services
• Advise on launching new products and evaluating whether to buy, build, or partner
• Generate product and coverage solutions for member needs
• Maintain knowledge of business and underwriting performance for products in scope
• Analyze internal and external data and member information to formulate product strategy and enhance competitive intelligence
• Monitor, maintain, and support underwriting of existing new-in-market products based on performance, member needs, and competitive changes
• Develop and communicate new product value propositions
• Guide Member Contact teams on using sales guides and educate them on new products and services
• Analyze new product performance metrics and recommend changes before full launch
• Coordinate with Legal, Compliance, and Risk Management to ensure compliant product design and implementation
• Identify, measure, monitor, and control risks in accordance with risk and compliance policies and procedures
• Occasional business travel

Product Development Manager – P&C Auto

Director

• Develop digital-first products supporting the needs and risks of USAA members
• Lead development and launch of innovative product offerings and enhanced features/services for existing products
• Maintain knowledge of business and underwriting performance for products in scope
• Monitor, maintain, and underwrite new-in-market products based on performance, member needs, and competitive changes
• Develop recommendations for launching new products and evaluating whether to buy, build, or ally
• Generate product and coverage solutions for member needs
• Conduct complex analysis of internal and external data and member information to support product strategy and competitive intelligence
• Develop and communicate new product value propositions
• Ensure sales support across distribution channels, including digital, mobile, and contact center
• Analyze and evaluate new product performance metrics and recommend changes before full launch
• Coordinate with Legal, Compliance, and Risk Management to ensure compliant product design and implementation
• Identify, measure, monitor, and control risks in accordance with risk and compliance policies and procedures
• Work cross-functionally on product development, compliance, operations, process improvements, claims management, vendor management, product documentation, fulfillment, and system releases
• Occasional business travel

Product Development Director – P&C Auto

• Direct staff and initiatives supporting risk and control management programs, including governance support, risk oversight, risk infrastructure development, risk identification, quantification, aggregation, and emerging risks
• Advise senior management and influence process change
• Build and manage a high-performing team through recruitment, training, coaching, performance management, and related managerial activities
• Manage consulting relationships with internal and external clients regarding budget, implementation deliverables, and risk mitigation plans
• Partner with business stakeholders to identify, assess, and document risks and controls, including risks related to new or modified products, services, distribution channels, regulations, and third-party operations
• Review, communicate, and recommend governance policies and procedures with senior leaders
• Counsel business unit managers on risk management issues and evaluate new product strategies for impact on USAA's risk profile
• Educate risk owners on risk/control best practices and work with other lines of defense on controls
• Manage collection of accurate and complete internal loss data
• Direct analysis and data-mining initiatives to identify, validate, and manage emerging risk exposures
• Establish and monitor key performance and risk indicators to identify risk trends
• Oversee key reports and communications and present to governance committees, senior leaders, regulatory bodies, and the USAA Board of Directors
• Ensure business risks are identified, measured, monitored, and controlled according to risk and compliance policies and procedures

Director, Business Risk and Controls

Claims Specialist

• Investigate, evaluate, negotiate, and settle complex property insurance claims
• Confirm and analyze coverage, recognize liability exposure, and negotiate equitable settlements in compliance with state regulations
• Use technology and desk adjusting for a virtual-first approach to inspections and claims handling
• Physically inspect losses within the locally assigned territory using a company vehicle
• Travel outside the local territory to respond to claims in other regions when needed
• Proactively manage assigned claims caseload involving moderate-complexity damages
• Partner with vendors and internal business partners to facilitate claims resolution
• Coordinate with external regulators when needed to ensure documentation and compliance
• Investigate claim damages using information from insureds, third parties, and external resources
• Identify discrepancies and subrogation potential
• Identify coverage concerns, review prior loss history, and create SIU referrals when appropriate
• Determine coverage through analysis of policy terms and contingencies
• Determine and negotiate claims settlements and collaborate with management on amounts outside authority limits
• Maintain accurate and current claim file documentation
• Prepare claims estimates using estimating technology platforms and virtual inspection tools
• Apply industry standards for inspection, damage mitigation, and restoration
• Serve as an informal resource for team members
• Address jurisdictional challenges involving legislation and construction considerations
• Support workload surges and catastrophe response operations, including mandatory on-call dates and possible evening, weekend, and holiday work
• Perform CAT deployment travel with minimal notice when assigned
• Handle higher-complexity claims and additional duties as needed
• Identify, measure, monitor, and control business risks in accordance with risk and compliance policies

Senior Personal Property Claims Adjuster - Field

• Participate in discussions with cross-functional teams to understand and collaborate on business objectives and influence solution strategies
• Apply advanced analytical techniques to solve medium- to large-scale business problems affecting current and future business strategy
• Apply scientific and quantitative analytical approaches to draw conclusions and make insight-to-action recommendations
• Translate recommendations into communication materials for peer review and senior/lead analysts
• Incorporate visualization techniques to support analysis and improve understanding for less technical audiences
• Identify and gather relevant, quality data sources through testing or exploratory data analysis
• Document assumptions, methodology, validation, and testing for peer reviews and compliance requirements
• Adopt emerging technology affecting scientific methodologies and quantitative analytical approaches
• Deliver analysis and findings to influence management, gain support for recommendations, drive business decisions, and influence business strategy
• Identify, measure, monitor, and control risks in accordance with risk and compliance policies and procedures

Intermediate Level Decision Science Analyst – Member Value

Operations

• Lead a team of Complex Auto Adjusters handling auto non-injury claims, including total loss, in Tampa locations
• Manage and remain accountable for auto, property and other claims operations member service employees
• Oversee investigation, evaluation and negotiation of claims and delivery of appropriate member solutions
• Develop engaged employees through regular coaching and feedback to deliver business results
• Execute process improvements, provide process feedback and lead organizational process changes
• Drive operational risk management execution and regulatory compliance training, policies and procedures
• Inspect and review claim-file quality and provide employee feedback
• Coach employees and connect their work to claims and Enterprise strategies
• Identify opportunities to improve operational effectiveness, member experiences and processes
• Remove obstacles, lead and champion change
• Manage workload volumes, staffing and training needs to achieve optimal productivity
• Monitor work for consistent process execution and adherence to guidelines and frameworks
• Handle escalations and make policy-based decisions
• Guide employees through skill identification and career progression development
• Support projects as a subject matter expert
• Hire, develop and coach claims employees
• Identify opportunities to improve claims processes and employee engagement
• Ensure business risks are identified, measured, monitored and controlled according to risk and compliance policies