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Manager, Quality Assurance - Bank Disputes

Company: USAA
Location: Mesa
Posted on: March 25, 2020

Job Description:

Purpose of JobWe are currently seeking a talented Manager, Quality Assurance - Bank Disputes for the Phoenix Campus.

Manages a team who measure, analyze, and report on moderately complex quality and compliance evaluations on the technical skills and the business processes of Federal Savings Bank internal line(s) of business. Develops employees through regular coaching and feedback that leads to improved results. Executes quality process improvements and leads organizational process changes. Maintains compliance with policies, procedures, and regulations. Leads and champions efforts on identifying and managing existing and emerging risks and ensuring these risks are effectively identified, measured, monitored and controlled.Job Requirements

  • Holds responsibility for recruiting, developing and retaining high-performing team dedicated to first line of defense quality, compliance and risk control monitoring and evaluation efforts.
  • Manages employee performance and facilitates professional development and career progression.
  • Ensures employees understand how the tasks they perform help mitigate risk and protect the brand and reputation of USAA.
  • Plans, develops, executes and monitors all Quality and Affiliate evaluation processes and procedures as well as specialty evaluation requests, ad-hoc studies and projects.
  • Manages, supports, and calibrates to delivers evaluation results and analysis to various stakeholders and internal/external customers.
  • Provides recommendations to process and product owners for improvements based on industry best practices and regulatory/compliance standards.
  • Provides guidance and support related to various review and evaluation aspects, including but not, limited to assisting with action plans and follow-up on plan execution.
  • Identifies opportunities to automate/streamline quality and compliance efforts.
  • Creates a collaborative environment that fosters cross-functional communication, both internal and external to Federal Savings Bank, for collective success towards attainment of strategic/tactical quality and compliance objectives.
  • Achieves optimal productivity through managing workload volumes, staffing, training needs, and identifying and implementing appropriate quality reviews/evaluations performance standards.
  • Reviews evaluations performed, territories, methods of inspection and Affiliate relationships to ensure quality processes are relevant and business risks are mitigated.
  • Serves as the SME for policies, procedures, practices and expertise for Federal Savings Bank/Affiliate Quality and Reinspection Programs.
  • Assists with state investigations, internal/external assessment engagements, trials and pre-trial/trial activities for Federal Savings Bank Litigation cases.Minimum Experience
    • Bachelor's Degree OR 4 additional years of related experience beyond the minimum required may be substituted in lieu of a degree.
    • 6 years of progressive related experience in a quality assurance role within a financial services industry, combined with customer service, operations, or processing experience in Financial Services industry.
    • 2 years of direct team lead, supervisory or management experience.
    • Strong communication skills with demonstrated ability to deliver presentations and communicate information in a way that is easily understood by varying audiences.
    • Advanced understanding of the quality assurance discipline and demonstrated application of knowledge, skills and abilities towards work products and deliverables.Preferred
      • Master's Degree OR 6+ years demonstrated leadership or people management experience in Financial Services Industry, or Bank Contact Center experience. Military Service can be substituted in lieu of experience.
      • Advanced knowledge in the Microsoft Office Suite with the ability to create pivot tables and/or v-lookups in Excel.
      • 6+ years working knowledge of Regulation E, Z, UDAAP & Compliance, Treating Customers Fairly, or other related and demonstrated application of knowledge, skills and abilities towards work products required.
      • 5+ years Bank Disputes Quality Assurance experience.
      • Knowledge of Card Association Rules (Visa, MC, American Express).
      • Experience with systems such as MPTS, Portfolio Viewer, Fidelity, Raptor, ECAMS, Pep+ and/or Lexus NexusThe 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.At USAA our employees enjoy one of the best benefits packages in the business, including a flexible business casual or casual dress environment, comprehensive medical, dental and vision plans, along with wellness and wealth building programs. Additionally, our career path planning and continuing education will assist you with your professional goals.Relocation assistance is notavailable for this position. Associated topics: chief program officer, cpo, manage, manager, management, monitor, product manager, project manager, relationship manager, task

Keywords: USAA, Mesa , Manager, Quality Assurance - Bank Disputes, Executive , Mesa, Arizona

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