Fraud Governance Advisor Senior - Member Insights and Education

Company: USAA
Location: Phoenix
Posted on: February 3, 2025

Job Description:

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 OpportunityJoin our growing team as we work to become an industry leader in Fraud Governance Advisor Senior for Member Insights and Education. Our mission is to empower, educate, and advocate for our members while enhancing their ability to protect themselves against fraud and scams. As a Fraud Governance Advisor Senior for Member Insights and Education, you will play a key role in shaping, executing, and monitoring the member advocacy strategy, focusing on fraud prevention, education, and internal team alignment.If you are passionate about member education and want to be part of a team focused on protecting our members from financial crime, we encourage you to apply and help us lead the charge in this critical mission.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 Charlotte, NC.As a dedicated Fraud Governance Advisor Senior for Member Insights and Education you will establish, execute, and governs fraud management activities related to member experience and communications to include risk assessments, policies, frameworks, standards, processes, and tools as a first line of defense function. The Financial Crimes Member Experience Advisor Lead serves as a fraud risk management subject matter expert to ensure the bank fraud training program(s), member experience and communications, documents, projects, programs, processes, and product initiatives comply with regulatory, legal requirements, and fraud policies and standards. Partners and collaborates with the lines of business, Compliance and Risk Management, Audit Services, Legal, and Regulators.Key Responsibilities: **

• Design Proactive Outreach Strategy: Design and lead a member-focused fraud awareness strategy across all service channels, collaborating with Communications, Marketing, and Product
• Adapt Content with Fraud Trends Insights: Establish a feedback loop with Omnichannel, Fraud Detection, Claims and external channels to keep outreach responsive to real-time fraud trends and member needs.
• Integrate Security Tips into Product and Service Journeys: Embed fraud prevention guidance within key member interactions to deliver context-specific security tips.
• Build Community Partnerships: Strengthen relationships with industry groups, USAA Education Foundation, and Military Affairs to broaden fraud prevention efforts.
• Measure Outreach Effectiveness: Set and track metrics to evaluate reach, engagement, and impact, using insights to refine and innovate strategies.What you'll do:
  • Leads cross-functional team members in strategic development, implementation, and execution of highly complex or unique fraud risk management workstreams, projects and solutions.
  • Provides thought leadership and subject matter expertise to guide the strategic direction of fraud risk requirements on business action plans, projects or operational requests based on regulatory guidance.
  • Applies a holistic understanding of fraud risk management requirements, policies, laws, and regulations to business strategies, programs, and solutions. Anticipates how the organization must adapt to changes in the industry to sustain competitive advantage.
  • Oversees the execution of risk assessments with business partners and the lines of business to include root cause analysis to determine impact and solutions.
  • Anticipates and identifies operational inefficiencies and emerging fraud management risks, compliance, and control issues in the operating environment, concurrent with implementing action plans to mitigate business impact.
  • Provides technical guidance of a complex or unique nature to functional areas within Enterprise Fraud Management on regulatory requirements and requests to ensure proper execution of conduct examinations. May oversee regulatory requirements and requests and/or conduct examinations.
  • Serves as a primary resource to team members and to cross-functional teams in support of fraud-based initiatives.
  • Regularly briefs executive management on enterprise projects and initiatives that may impact fraud risk.
  • Anticipates future training needs tied to fraud risk management through understanding regulatory and industry trends.
  • Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.What you have:
    • Bachelor's Degree OR 4 years of related fraud, compliance, risk, audit, or regulatory experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
    • 8 years of operations experience in a relevant functional area to include financial services, Fraud, AML, compliance, risk, audit, third party risk management or other related operational areas that support fraud risk management initiatives within the business.
    • 6 years of fraud, compliance, risk, audit, or regulatory related experience with accountability for projects, programs, processes, or policies.
    • Expert knowledge of relevant laws, regulatory, compliance, industry regulations and regulatory data sources.
    • Demonstrated analytical, organizational, and problem-solving abilities requiring a high attention to detail to identify fraud risks and trends.
    • Strong communication skills with the ability to collaborate and execute among cross-functional teams, including all levels of the organization and with external regulatory agencies.
    • Proven ability to lead and influence others in a cross-functional environment.
    • Knowledge of federal laws, rules, and regulations to include: PCI, REG CC, REG E, UCC, FCRA, BSA/AML, Elder Financial Exploitation guidance, OCC Fraud Risk Management 2019-37.What sets you apart:Strategic Communication Expertise
      • Outreach Strategy Development: Proven experience in designing and executing member-focused outreach strategies, especially in fraud prevention of financial education.
      • Messaging Alignment: Ability to work closely with partners to ensure messaging consistency across products and channels.Content Development Skills
        • Clear and Engaging Content Creation: Skilled in creating trend-informed, impactful content that resonates with members across digital, service and community engagement platforms.
        • Channel Adaptability: Experience tailoring content for different formats, including service channels, social media, podcasts, webinars, and in-person events.Partnership-Building Experience
          • Internal and External Collaboration: Proven track record of building and nurturing relationships with internal teams and external organizations, such as community groups, industry consortiums, and educational foundations
          • Community Engagement: Ability to leverage partnerships to broaden fraud awareness efforts within communities.Fraud Trend Awareness
            • Industry Knowledge: Strong understanding of fraud trends and emerging risks, with the capability to adapt messaging and outreach to address new threats effectively.
            • Trend Integration: Ability to create feedback loops with internal teams to keep outreach relevant and timely.Cross-Functional Collaboration
              • Collaborative Alignment: Skilled in aligning initiatives with cross-functional teams to ensure outreach efforts align with broader USAA fraud prevention goals.
              • Effective Communication: Proven ability to coordinate, communicate, and align outreach initiatives across various functions and with external partners.Analytical and Adaptive
                • Feedback-Driven Approach: Skilled in gathering and interpreting member feedback and engagement metrics to refine outreach efforts continuously.
                • Impact Measurement: Ability to set and track metrics to gauge reach, engagement, and effectiveness, using insights to refine and innovate on outreach strategies.Compensation Range: The Salary range for this position is: $93,770 - $168,790Compensation: 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.

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