Job Description:

Why USAA?

Let's do something that really matters.

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all our employees served in our nation's military, but we all share in the mission to give back to those who did. We're working as one to build a great experience and make a real impact for our members.

We believe in our core values of honesty, integrity, loyalty, and service. They're what guides everything we do - from how we treat our members to how we treat each other. Come be a part of what makes us so special!

The Opportunity

As a dedicated Quality Control Specialist Mid-Level-Military Benefits and Protections, you will within defined guidelines and framework, provide centralized Bank operational support performed by personnel independent of operations, that support the business unit through internal quality process review, and retesting to ensure operational risks are appropriately identified. As part of first line of defense, tests Bank business processes, policies, and procedures to ensure adherence to a defined set of quality criteria. Reviews and identifies defects or gaps within processes, supervises error trends and documents and or publishes result in appropriate operational system. Communicates' findings with internal partners and shares feedback to address issues identified in the review process.

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, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC or Tampa, FL (San Antonio, TX preference). Relocation assistance is not available for this position.

What you'll do:

• Reviews, monitors, and tests internal controls and procedures associated with products, services, customers, and operations.


• Proficient in analyzing various scopes of reviews with high quality standard achievement.


• Acquires and applies a proficient understanding of risk and control issues within the business as well as key implications of exposure.


• Conducts quality reviews on more sophisticated transactions that need next level further investigation to help identify why initial review fell out of standard and corresponds results to business leaders.


• Supports management and less experienced team members on the identification and measurement of trends and improvements applying standard processes.


• Partners with Business SMEs, Advisors or Process owners to provide feedback on identified trends or gaps that exist within an existing process or procedure.


• Prepares house calls to deliver to operational lines of business in facilitation of procedural updates that can improve processes or procedures that have been resolved as identified gaps.


• Uses and builds quality methods as outlined in Knowledge Central Procedures or internal job reference guides in facilitation of quality control review work.


• Applies Proficient knowledge in support of applicable laws and regulations in association to various operational lines of business in support of quality controls.


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

What you have:

• High School Diploma OR General Equivalency Diploma is required.


• 2 years of quality assurance/control experience in financial services industry OR 3 years of related work experience in client interfacing services, operations, or processing experience in relevant industry.


• Strong communication skills with proven ability to translate information in a way that is easily understood by varying audiences.


• Knowledge in quality control management processes, practices, and procedures.


• Proven experience/ability to accurately analyze situations and reach productive decisions based on informed judgment that fall within established guidelines.


• Knowledge of federal laws, rules, regulations, and applicable guidance to include: UDAAP, TILA/REG Z, BSA/AML, Reg P, Reg E, Reg CC, OCC Heightened Standards.

What sets you apart:

• Current employee within Bank Operations with demonstrated direct working experience identifying and executing SCRA and/or MLA requirements.


• 4 or more years quality control and/or quality assurance experience, including experience defining a new program and/or managing projects.


• Microsoft Excel and PowerPoint experience.


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

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.

What we offer:

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. The salary range for this position is: $59,290 - $106,230.

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

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, please 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.

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