Job#: 3043061

Job Description:

USAA's Bank Marketing & Digital team is seeking a Junior Business Analyst to support Controls & Complaints initiatives across customer-facing banking products including Deposits, Credit Cards, Real Estate, and HELOCs.

This role is heavily focused on controls governance and execution (70%), with additional responsibility for member complaint analysis (30%). The ideal candidate will have experience in business analysis, risk/compliance, governance, controls testing, or complaint review functions.

• Perform daily reviews of marketing and operational controls.
• Investigate control failures, anomalies, and governance issues.
• Conduct root cause analysis and facilitate stakeholder discussions.
• Document control procedures, execution processes, and best practices.
• Support control testing activities and maintain audit evidence.
• Respond to inquiries related to controls across banking products.
• Present trends, findings, and recommendations to stakeholders.

• Review member complaints and complaint transcripts.
• Determine whether complaints indicate:
  • Customer dissatisfaction
  • Process breakdowns
  • Compliance concerns
  • Operational or USAA errors
• Analyze complaint trends and identify escalation opportunities.
• Provide actionable recommendations to stakeholders.

• 3–5 years of relevant experience.
• Background in one or more of the following:
  • Business Analysis
  • Controls & Governance
  • Risk Management
  • Compliance
  • Complaint Review/Investigation
• Experience reviewing controls and customer/member complaints.
• Strong investigative and analytical skills.
• Ability to ask probing questions and conduct detailed research.
• Excellent stakeholder management and communication skills.

• Tableau experience for reporting and data analysis (strongly preferred).
• Experience identifying trends through data analysis.
• Banking or financial services experience is a plus.
• USAA experience is not required.
• SQL knowledge is helpful but not a priority.

Successful candidates will have:

• Experience in governance, controls, audit, risk, compliance, or complaints functions.
• Strong problem-solving and investigative abilities.
• Experience presenting findings and recommendations to stakeholders.
• Ability to work across multiple banking product lines.
• A proactive, detail-oriented approach to issue identification and resolution.

• No specific degree requirement.
• Relevant experience is more important than formal education.

• One interview with Kabir Mody
• No technical assessment
• Focus areas:
  • Controls experience
  • Complaint review experience
  • Investigative analysis
  • Stakeholder engagement

Note: Candidates without direct controls and complaint-review experience are unlikely to be considered.

• Supports USAA's Bank Marketing & Digital Team (~200 employees).
• Works closely with a Governance organization of 70+ team members.
• Fully onsite position.
• Immediate need due to a backfill requirement; transition overlap preferred.

• Resumes are being reviewed immediately upon submission.
• Strong candidates should be prioritized for submission.
• Contract extension potential exists based on future automation initiatives.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

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Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

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