Director, Special Investigations Unit at USAA (San Antonio, TX)

| San Antonio, TX
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Purpose of Job

About USAA
USAA knows what it means to serve. We facilitate the financial security of millions of U.S. military members and their families. This singular mission requires a dedication to innovative thinking at every level.

We are looking to add a valuable individual with strong technical proficiency and Insurance industry leadership experience for a Director, Special Investigations Unit position. This position can be worked as a hybrid role- (USAA values a culture that is highly collaborative, and we have found that a hybrid work type helps employees gain the best of both worlds - collaborating in-person in the office and working from home to achieve focused deliverables) or this role can be worked completely remote.

Responsible for the P&C and Claims fraud investigation strategy, program management, regional management of investigative staff and the results achieved. Develops investigative and other operational priorities, manages workload balance, develops staffing strategies, and evaluates operational results. Ensures compliance with policies and procedures contributing to fraud control objectives, as well as compliance with state insurance fraud-related laws and regulations.

This Director SIU is over specialty units: Major Case Unit, Casualty Unit, Large Loss Fire, Triage and Case Managers.

Job Requirements

Job Duties
  • Identifies and manages existing and emerging risks that stem from business activities and the job role.
  • Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.
  • Follows written risk and compliance policies, standards, and procedures for business activities.
  • Develops investigative and other operational priorities, manages workload balance, develops staffing strategies, and evaluates operational results.
  • Creates and maintains industry and other business relationships.
  • Directs claims investigative teams, ensures business performance and progress towards short- and long-term objectives.
  • Develops and implements Claims Security operational plans/policies in conjunction with senior leadership.
  • Consults with senior leadership on strategic direction for SIU.
  • Identifies emerging trends and develops new investigation programs and processes.
  • Responsible for communication and training tactics in support of new programs and processes.
  • Regularly interacts with and influences peers and executive management on significant operational issues.
  • Responsible for measuring and reporting on business outcomes for SIU strategy.
  • Develops collaborative internal and external relationships with enterprise business partners, vendors, and industry groups.
  • Coordinates Claims Security Quality Assurance program.
  • Responsible for hiring, employee development, coaching, counseling, performance evaluation and all leadership and management related functions.

Minimum Experience
  • Bachelor's degree: OR 4 additional years (12 Total) of related experience which may be substituted in lieu of degree.
  • 8 years of progressive related (i.e., claims, law enforcement, etc.) or 6 years of P&C experience plus military service experience.
  • 3 years of direct team lead or management experience.
  • Demonstrated team leadership, cross-functional collaboration, building business solutions, and/or claims/investigation accountabilities.
  • Experience using, interpreting, solutioning and leading with data.
  • Proficiency at investigative protocols and procedures that would include compliant claims or fraud investigations to the specific state and regulatory requirements.
  • Possess in-depth knowledge of insurance policies and broad understanding of procedures related to SIU investigations.
  • Capability to analyze data, conduct root causes analysis, identify root causes, and recommend action plans and strategies to overcome operational obstacles and achieve strategic targets.
  • Ability to act as a subject matter expert to the claims organization to provide guidance and advice on a wide range of fraud related risk and communicating effective courses of action.
  • Skilled at presenting business recommendations in a professional format.

Preferred Experience
  • 2 or more years of SIU, Fraud (Internal or External), Strategy or Business Risk and Controls experience within the insurance industry.
  • Currently hold related designations or certifications.
  • Experience working with agencies, external partners (NICB), external vendors (Verisk) and applicable associations.


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 position. The salary range for this position is: $106,800-$192,300.

Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the USAA Board of Directors.

Geographical Differential: Geographic pay differential is additional pay provided to eligible employees working in locations where market pay levels are above the national average.

Shift premium will be addressed on an individual basis for applicable roles that are consistently scheduled for non-core hours.


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.

Please click on the link below for more details.

USAA Total Rewards

Relocation assistance is not available for this position.
More Information on USAA
USAA operates in the Insurance industry. The company is located in Phoenix, AZ, Colorado Springs, CO, Plano, TX, San Antonio, TX, Austin, TX, Tampa, FL, Tampa, FL and Chesapeake, VA. USAA was founded in 2022. It has 35000 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Mental Health Benefits. To see all 66 open jobs at USAA, click here.
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