Customer Service Representative

About The CompanyUSAA is a leading financial services organization dedicated to serving members of the military community and their families. Our mission is to empower our members to achieve financial security through highly competitive products, exceptional service, and trusted advice. We pride ourselves on our core values of honesty, integrity, loyalty, and service, which guide our interactions with members and colleagues alike. USAA strives to create a supportive and inclusive environment where employees can grow professionally while making a meaningful impact in the lives of our members.

Our commitment to excellence and community service has established us as a trusted partner for the military community nationwide. About The RoleThe position is a critical part of our Fraud and Dispute Resolution team, responsible for investigating and resolving complex and moderately complex transactional disputes related to credit cards, debit cards, and deposit accounts. This role involves ensuring compliance with federal and state laws, regulations, and payment association rules, such as Visa, Amex, NACHA, and Zelle. The successful candidate will operate within a highly regulated environment, focusing on safeguarding the financial interests of USAA and its members.

The role offers a flexible work environment requiring in-office presence four days a week, with locations available in Phoenix, AZ, or Tampa Crosstown, FL. The schedule typically runs Monday through Friday, with shifts from early morning to late afternoon hours. ResponsibilitiesUnder supervision, conduct thorough investigations of fraud and non-fraud transactional disputes, ensuring adherence to regulatory standards and policies. Utilize developing problem-solving skills and knowledge of relevant laws, rules, and regulations to research, resolve, and recover funds for disputed transactions. Determine cardholder liability based on investigation findings, ensuring fair and accurate resolution outcomes.

Process recovery attempts through chargebacks, representments, and arbitrations, following established protocols. Manage account credits and debits as necessary, in compliance with applicable regulatory requirements. Document investigation results accurately within case management systems, maintaining comprehensive records. Engage with members directly when additional information is required or to facilitate dispute resolution. Support control or exception functions related to fraud and transactional disputes, ensuring risk mitigation. Identify, measure, monitor, and control risks associated with business activities, adhering to risk management policies and procedures.

QualificationsThe ideal candidate will possess a high school diploma or GED, with at least one year of customer contact experience within a financial services organization, particularly involving dispute management or conflict resolution. A minimum of one year of analytical problem-solving experience is required, along with familiarity with federal banking regulations such as Regulation E, Regulation Z, and UDAAP. Strong attention to detail, excellent communication skills, and the ability to work effectively within a regulated environment are essential for success in this role. What Sets You ApartThree or more years of experience in the financial services industry.

One or more years of experience handling debit card disputes and claims. Proficiency with Regulation E and UDAAP compliance standards. Demonstrated ability to analyze complex transactional data and resolve disputes efficiently. BenefitsUSAA offers best-in-class benefits designed to support the physical, financial, and emotional wellness of our employees. These benefits include comprehensive medical, dental, and vision plans, a 401(k) retirement plan, pension options, life insurance, parental leave, adoption assistance, and a paid time off program that includes holidays and 16 paid volunteer hours annually. We also provide various wellness programs and resources to promote a healthy work-life balance.

Our commitment to professional development is reflected in career path planning and continuing education opportunities, enabling employees to achieve their career goals within the organization. Equal OpportunityUSAA is an Equal Opportunity Employer. We are committed to creating an inclusive environment where all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We value diversity and are dedicated to fostering a workplace that reflects the communities we serve and supports the growth and development of every team member.