Job Description

Customer Service Advisor at USAA summary:

As a Bank Disputes Specialist-Intermediate at USAA, you are responsible for investigating and resolving both fraud and non-fraud disputes regarding credit and debit cards and deposit accounts. You will operate under regulatory compliance while engaging in customer service activities to ensure member satisfaction and financial security. Your role involves analyzing transactions, processing recovery attempts, and maintaining adherence to federal and state regulations.

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.

The Opportunity

As a dedicated Bank Disputes Specialist-Intermediate , you will within defined guidelines and framework, protect the financial interests of USAA and our members by thoroughly investigating and resolving sophisticated and moderately sophisticated fraud and non-fraud transactional disputes filed by members on their credit cards, debit cards and deposit accounts in compliance with federal and state Laws, Rules, and Regulations (LRRs). Attempts to recover funds in accordance with payment association rules (Visa, Amex, NACHA, Zelle, etc.). Engages in customer service activities to satisfy member requests and provide dispute resolution outcomes. Operates in a highly regulated environment where performance is measured by quality and efficiency metrics aligned to business scorecards.  

This job profile is designated as a Sensitive Position. Sensitive Positions are those positions in which individuals have the authority and ability to conduct in-scope activities (movement of USAA or Member funds) as defined within the Enterprise Sensitive Positions Mandatory Time-Away Compliance Policy. Employees in Sensitive Positions are required to fulfill a Mandatory Time-Away (MTA) requirement of 10 consecutive business days each calendar year.  

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Phoenix, AZ or Tampa, FL. Relocation assistance is not available for this position.  

What you'll do:  

• Under direct supervision, completes reasonable investigations of moderately complex Fraud and Non-Fraud Credit Card, Debit Card and Deposit transactional disputes while consistently ensuring regulatory compliance.  

• Uses developing problem-solving skills and knowledge of Laws, Rules and Regulations (LRRs) and payment association rules (Visa, Amex, NACHA, Zelle, etc.) to research, resolve and recovery funds for disputed activity.  

• Responsible for resolving card holder liability based on results of a reasonable investigation.  

• Processes recovery attempts through chargebacks, representments and arbitrations.  

• Processes account credits/debits when vital, in accordance with regulatory requirements.  

• Details the results of a reasonable investigation within the appropriate case management system.  

• May contact members for additional information or when requested to assist with completing a reasonable investigation.  

• May work control or exception functions associated with Fraud and Non-Fraud Credit Card, Debit Card and Deposit transactional disputes.  

• Ensures risks associated with business activities are effectively identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures.  

What you have:  

• High School Diploma or General Equivalency Diploma required.  

• 1 year of customer contact experience in a financial services organization to include dispute possessing and/or conflict resolution.  

• 1 year of analytical problem-solving experience.  

• Experience working under Federal Banking Regulations to include Regulation E, Regulation Z and/or UDAAP.  

What sets you apart:   

•  1 year of experience working with Visa Resolve Online.  

• 1 year processing disputes and/or chargebacks.  

• 1+ years' experience working debit card fraud investigations.  

• Experience with deescalating calls.   

• US military experience through military service or a military spouse/domestic partner.  

Compensation range: The salary range for this position is: $43,680 - $72,020 .   

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).  

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.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

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.

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, visit our benefits page on USAAjobs.com

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

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.

Keywords:

customer service, dispute resolution, fraud investigation, banking regulations, financial services, credit card disputes, debit card disputes, transaction analysis, risk management, financial security

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