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    NOC Manager, Customer Support - Phoenix, AZ, United States - USAA

    USAA
    USAA Phoenix, AZ, United States

    2 weeks ago

    USAA background
    Full time
    Description
    Why USAA?At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families.

    Not all of our employees served in our nation's military, but we all share in the mission to give back to those who did.

    As a dedicated Manager, Fraud Prevention and Detection, you will directly manage staff and the day to day operational functions for financial crime management activities.

    Provides solutions and support for compromise/recovery efforts, process recommendations, and trends. Protects member assets by minimizing fraud loss, risk exposure and by providing optimal customer service. Maintains expert knowledge of financial crime processes and procedures. We offer a flexible work environment that requires an individual to be in the office 4 days per week. Relocation assistance is not available for this position.
    Provides daily management direction to team and business partners to mitigate financial and reputational risks.

    Measures and communicates business performance, fraud prevention and loss trends in comparison to industry metrics and member friction index benchmark.

    Provides timely response to Executive Resolution Teams, Office of the CEO, and other key executives on member complaints tied to account compromises, account takeovers, deposit holds, account restrictions, denial of new and existing accounts/products, etc.

    Implements and monitors processes and performance standards.
    Manages individual and team performance against individual and team goals.
    Provides regular individual and team training on all designated financial.

    Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.

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

    Bachelor's degree; 6 years of financial services experience, to include at least 3 years of fraud or operational experience in one or more of the following areas: check, wire, ACH, securities/brokerage, card, ID theft, corporate security investigations, collections underwriting, risk, compliance, internal audit or other related experience.

    ~2 years of direct team lead, supervisory or management experience.
    ~ Ability to develop technical procedures and training.
    ~ Experience in bank operations, fraudulent review, and regulations that relate to funds availability, check kiting and check fraud.
    ~ Advance knowledge of the Bank's fraud prevention controls, risk processes, systems and data environments.
    ~ Advance knowledge of REG CC, REG E, or REG Z Certificates and Designations Association of Certified Fraud Examiners (ACFE) preferred fraudulent activities for a wide range of enterprise financial products and services.
    ~ Advanced Knowledge in performance management
    Advanced knowledge in Identity Theft, Account Takeovers and First Party Scams
    Flexible working nights, weekends, and holidays
    US military experience through military service or a military spouse/domestic partner


    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.

    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.

    Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled.

    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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