Executive Director, Consumer Credit Reporting & Dispute Resolution

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 Executive Director, Consumer Credit Reporting & Disputes Resolution, you will provide strategic leadership and enterprise accountability for the oversight, accuracy, and integrity of consumer credit reporting and dispute resolution processes. This role leads a high-performing team responsible for ensuring compliance with regulatory standards, mitigating reputational and credit risk, and delivering timely, accurate reporting and responses to credit bureaus.

The Executive Director partners with senior leaders across Legal, Risk, Compliance, and Operations to shape policy, drive innovation, and ensure alignment with the bank’s strategic objectives. Champions process excellence and ownership, manages using key performance indicators, leads investment decisions, develops high-performing teams, and advocates the USAA mission throughout the Enterprise.

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 OR Phoenix, AZ. Relocation assistance is available for this position.

What you'll do:

• Defines and executes the strategic vision for the Consumer Credit Reporting and Dispute Resolution function. Aligns operational execution with enterprise goals, regulatory expectations, and customer trust imperatives.

• Leads day-to-day operations of Consumer Credit Reporting & Dispute Resolution teams and directs leaders responsible for ensuring that operations are efficient in terms of resources and effective in terms of meeting member experience and organizational and regulatory requirements.

• Manages risk, compliance, and control issues and implements actions for mitigation to potential risk issues and business impact for Bank’s Fair Credit Reporting Act (FCRA) program. Ensures full compliance with FCRA, Fair Debt Collection Practices Act (FDCPA), and other applicable laws, including FCRA 623 A&B.

• Engages with senior leaders across Risk, Compliance, Legal, and Strategy to ensure credit bureau policies and processes remain responsive to evolving regulatory and market conditions. Influences enterprise decision-making through data-driven insights and risk assessments.

• Oversees the tracking and analysis of dispute trends to identify emerging risks and operational inefficiencies. Partners with strategy and analytics teams to develop proactive countermeasures and process enhancements.

• Establishes and maintains performance metrics, taking corrective action and directing the implementation of solutions to bring process performance to the next level keeping the balance between providing an outstanding member experience and managing expenses.

• Leads responses to regulatory inquiries and internal audits. Represents the function in enterprise risk forums and ensure timely, transparent communication with executive stakeholders.

• Stays abreast of current market economic conditions, industry and regulatory development and trends, and competitors. Applies that knowledge to develop and implement operational strategies and make recommendations to senior leaders.

• Builds and oversees high performing teams through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities. Mentors and provides team members with training, coaching and development opportunities.

• 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 experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.

• 10 years of progressive experience developing enterprise-level strategies, leading complex initiatives, and delivering measurable outcomes within a highly regulated and/or financial services environment.

• 4 years of people leadership experience in building, managing and/or developing high-performing teams required. Demonstrated success in leading cross-functional initiatives and managing third-party vendors.

• Expert knowledge of credit bureau reporting and dispute processes, bank regulations, and consumer protection laws.

• Advanced knowledge of state and federal regulatory issues impacting the financial services industry.

• Strong analytical and problem-solving skills with the ability to interpret data and translate it into actionable strategies.

• Exceptional communication skills, both verbal and written, and the ability to relate to people at all levels of the organization.

What sets you apart:

• Experience leading a Credit Bureau Reporting & Dispute Resolution team at a large financial institution.

• Significant experience addressing compliance and regulatory issues with direct interaction with chief regulators and senior leadership.

• US military experience through military service or a military spouse/domestic partnership

Salary: The salary range for this position is: $147,750-$265,950.

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.

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.

Long Term Incentive Plan: Cash payment for Executive level roles only, representing a cash payment which is both time and performance based.

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.