PowerPoint Presentation

[Audio] M8.2 Discussion: Process Improvement Plan Presentation,.

[Audio] Agenda, Executive Summary, Statement of the Problem for United Services Automobile Association, Strengths, Weaknesses, Opportunities, Threats (SWOT) Analysis Chart, Process Proposal, Goals and Objectives of the Process, Budget, Risk Assessment, Action Plan, Conclusion,.

[Audio] Executive Summary, The purpose of this process improvement plan is to address the current failures of the United Services Automobile Association (USAA) current processes to satisfy rising issues such as, failure to Initiate Error Resolution Investigations as consumers inquired about suspected errors regarding Electronic Fund Transfers (EFT) in a timely manner. Unfairly Reopening Closed Depository Accounts was another concern as actions to reopen accounts without obtaining consumers' prior authorization nor did they notify consumers in a timely manner of this action, resulting in accounts to receive a negative balance resulting in penalties such as insufficient or overdraft fees. Assessed Penalties, USAA Federal Savings Bank was assessed an $85 million civil money penalty on October 14, 2020. The penalty was imposed due to the bank's failure to implement and maintain an effective compliance risk management program and an effective information technology risk governance program, which resulted in violations of law, including but not limited to violations of the Military Lending Act (MLA) which provides certain financial benefits and protections to eligible servicemembers when they enter active duty and the Servicemembers Civil Relief Act (SCRA) that provides other protections for servicemembers sued while on active duty, including some protections from a default judgment in a civil action. Solutions, Recommended solutions for the following goals and objectives are proposed for the process of Electronic Funds Transfers (EFT) to minimize errors and enhance its efficiency. The objective is to reduce errors and improve the overall efficiency of Electronic Funds Transfers (EFT). This will involve identifying and addressing common issues that lead to failures in the EFT process. Implementing effective strategies will streamline the transfer process, minimize transaction errors, and ensure successful fund transfers. Stop Payments for Payday Lenders solutions can be accomplished by creating a website that provides information and resources for consumers who want to stop automatic payments on payday loans. The objective is to assist consumers who are trapped in a cycle of debt and high-interest rates by providing them with information and resources on how to stop automatic payments on payday loans. In conclusion, the importance of this process improvement plan is to satisfy the concerns of consumers by holding USAA accountable to comply with the requirements of Regulation E. Prevents unauthorized electronic fund transfers (EFT) and digital fraud and will regain the public trust of the organization by implementing a root cause analysis process..

[Audio] Statement of the Problem for United Services Automobile Association (USAA), The United Services Automobile Association (USAA) is a bank and financial services organization that prides itself on their conservative approach to lending and managing their members' money. USAA is a diversified financial services firm serving the United States military. They have long been recognized for outstanding customer service. USAA recognized that serving customers remotely meant responding to the rapid introduction of mobile consumer devices. To ensure constant innovation and integrated customer services, USAA was transforming its operating model and promoting innovation across the enterprise. They are currently ranked "417 on the Fortune's Global 500 and are on a downward trend from 2020" (Fortune, 2023). Organizational Statement Strategies and History, USAA's mission is to facilitate the financial security of its members, associates, and their families by empowering their members to achieve such goals by providing a full range of highly competitive financial products, exceptional services, and providing trusted advice. USAA's vision or the USAA Standard is to: Keep our membership and mission first. Live our core values: Service, Loyalty, Honesty, Integrity. Be authentic and build trust. Create conditions for people to succeed" (Comparably, 2023). Purposefully include diverse perspectives for superior results. Innovate and build for the future. USAA is committed to being an enthusiastic and impactful corporate citizen. Their purpose / goal is to lead and inspire actions that improve lives in the military and local community. History, USAA is headquartered in San Antonio, Texas, which strives to provide products and services in the fields of insurance, banking, investments, real estate, and retirement. The organization was established in 1922, by a group of Army officers who shared a need for auto insurance. During that specific period, most automobile insurance companies regarded them as "transient" and "bad risks." This stigma encouraged the twenty-four officers involved to pool their money so that they could insure each other. The organization expanded membership eligibility from only officers to "anyone who had ever served honorably in the United States military, as well as their families" (Beath, Ross, 2010). Current Processes Deficiencies, USAA has failed to block thousands of preauthorized Electronic Fund Transfer (EFT) for which consumers requested stop payment orders and their failure to initiate error resolution investigations resulting is second and third order of affect towards deficient processes. Some known deficient processes involve a signed consent order with USAA from the Consumer Financial Protection Bureau (CFPB). This is a U.S. government agency dedicated to making sure you are treated fairly by banks, lenders, and other financial institutions. The USAA consent order outlined several deficiencies that resulted in either a violation of Regulation or a UDAAP violation. The consent order described the actions of USAA in relation to "stop payment for payday lenders" where USAA was found liable for not initiating a stop payment order after account holders have notified their bank to do so. Unfairly Reopening Closed Depository Accounts was another concern as banks reopened accounts without obtaining consumers' prior authorization nor did they notify consumers in a timely manner of this action. This unjustified action caused some accounts to receive a negative balance resulting in penalties such as insufficient or overdraft fees. Current Policy and Procedures, USAA has several options to conduct their Electronic Fund Transfer (EFT) service to obtain cash from a teller at financial institutions that honor the USAA debit card with a potential fee for this transaction.

[Audio] USAA Strengths, Weaknesses, Opportunities, Threats (SWOT), Analysis Chart, Slide 1 of 2, Reference Figure 1, Strengths, Digital Innovation, Acceleration of digital roadmap in the financial services industry. Exceptional Credit Ratings, Provides a diverse portfolio of products and financial services with favorable consolidated operating results. Weaknesses, Failure to Initiate Error Resolution Investigations, Promptness towards resolution investigations was lacking from administration sector. Unfairly Reopening Closed Depository Accounts, Account balances became negative incurring non-sufficient funds and overdraft fees. Opportunities, Expansion Through Key Partnerships, Partnering with other financial institutions or technology companies for expansion. Grow Membership Audience, Targeting new customer segments within new geographic regions. Threats, Rising Interest Rates, Significant impact on the stock valuation of USAA. Breach of Cyber Security, Potential compromise of customer identification and bank account data..

[Audio] SWOT Slide 2 of 2, Strengths, USAA has focused on innovative directives to counter the effects of COVID-19 during the escalation of the pandemic. They have focused on telematics that involves computer science, telecommunications, and other technologies that covers both the homes and vehicles of each member. By providing cellular phone applications, they have allowed quick and easy access in terms of safety and savings at the fingers of the members. Applications such as SafePilot, that uses Global Positioning System (GPS) technology and on-board diagnostics to monitor the behavior or drivers' reactions while operating the vehicle. It can track the current location to include movements providing a type of emergency warning system for the vehicle associated to the insured vehicle's policy of the member. "SafePilot provides feedback to help improve driving and monitor safe driving habits in order to maximize discounts on your auto insurance premiums" (Coleman, 2023). USAA has partnered with other companies like Resideo, a company that provides smart home products and systems such as Honeywell Home. They are currently offering their member insurance discounts for those who install the Resideo Wi-Fi Water Leak Detector in their homes. This device is a smart home product that can help save your home from potential water damage that can be monitored from cellular phone applications like SafePilot. Weaknesses, USAA's failure to initiate error resolution investigations through previous unreasonable policies such as not investigating errors unless the consumer reporting the error submitted a completed "Written Statement of Unauthorized Debit" within 10 days from receiving this form. This contradicts the requirement in the Electronic Fund Transfer Act to investigate disputes promptly resulting in a $3.5 million civil money penalty to its' members affected and provide approximately "$12 million in restitution to certain consumers who were denied a reasonable error resolution investigation" (Witmer, 2023). The Office of the Comptroller of the Currency (OCC) identified failures in USAA's internal controls and information technology systems. This was due to the lack of sufficient risk management process to include the maintenance of this program. The discovery of 54 violations of the Military Lending Act for "using remotely created checks to collect past due amounts from members who were covered borrowers" (Kirkpatrick, 2020). This resulted in a fine of $85 million for engaging in unsafe or unsound banking practices. Opportunities, In relation to expansion through key partnerships, USAA could partner with other companies to offer joint products or services that are beneficial to both parties. USAA has previously partnered with Wells Fargo to offer free Automated Teller Machine (ATM) access to its members. They also issued private student loans at a 0.25% interest rate discount to eligible members supported by Wells Fargo that was sadly discontinued approximately one year from the programs' partner date. This occurred due to the layoffs of state officials as the banking industry began to downsize. "USAA's banking unit was mostly spared from the latest job cuts" (Wack, 2023). The implementation of a growth membership audience strategy can be accomplished by targeting younger customers who are just starting their careers. Investing in data and analytics to yield commensurate business value can establish a differentiation in generative Artificial Intelligence (AI) will that is integrated into experiences.

[Audio] Process Proposal, Error resolution investigations and reopening closed depository accounts processes improvement. Objective, The objective of this proposal is to enhance the existing process by implementing the principles of the administrative management theory. Improving the overall efficiency and effectiveness of the evaluation process, leading to better employee engagement and performance. Background, The administrative management theory emphasizes the importance of effective management practices in achieving organizational goals. This theory focuses on functions such as "planning, organizing, coordinating, controlling, and commanding" (StudyCorgi, 2023). By applying these principles to the employee performance evaluation process, we can streamline the workflow, ensure consistency, and provide a fair assessment of employees' performance. Proposal, Planning, USAA's mission is to "empower its members to achieve financial security through highly competitive products, exceptional service, and trusted advice" (USAA, 2023). They have established objectives that include improving the quality of life through various projects and maintaining strong corporate governance. USAA's goal is to provide a full range of highly competitive financial products and services to facilitate the financial security of its members, associates, and their families. USAA's failure to initiate error resolution investigations through previous unreasonable policies such as not investigating errors unless the consumer reporting the error submitted a completed "Written Statement of Unauthorized Debit" within 10 days from receiving this form can be avoided by implementing the following measures by improving its internal processes for handling consumer complaints and error resolution investigations. USAA Federal Savings Bank should provide comprehensive training to its employees on the requirements of the Electronic Fund Transfer Act and Regulation E to include the requirements of the Consumer Financial Protection Act (CFPA). USAA Federal Savings Bank should establish effective oversight mechanisms to monitor compliance with the Electronic Fund Transfer Act and Regulation E. This includes regularly reviewing error resolution investigation procedures, conducting internal audits, and addressing any identified deficiencies. USAA Federal Savings Bank should improve its communication with consumers regarding their rights under the Electronic Fund Transfer Act and Regulation E. This includes providing clear and concise information about the error resolution process, including how consumers can initiate an investigation and what to expect during the investigation. Consumers should also be informed of their rights under the Consumer Financial Protection Act (CFPA) by providing clear and concise information about deposit account closure procedures, including how consumers can initiate a closure request and what to expect during the process. By implementing these measures, USAA Federal Savings Bank can work towards preventing future violations of the Electronic Fund Transfer Act, Regulation E, and the Consumer Financial Protection Act (CFPA). Organizing, Establish a dedicated evaluation committee consisting of representatives from different departments. "Fayol defined organizing as structuring activities and organizing individuals within the firm" (Gordon, 2022). This includes recruiting, equipping, and training individuals. This committee will be responsible for overseeing the process, ensuring fairness and objectivity. The Board of Directors of USAA has adopted Corporate Governance Guidelines to promote the effective functioning of the Board and its committees, with expectations as to how the board should perform its functions that periodically reviews and reassesses the adequacy of these guidelines. Coordinating, Implement a centralized system to streamline changes to the process. This system should allow managers to input evaluation data, track progress, and generate reports. Identifying the specific requirements for the centralized system involves understanding the needs of managers, evaluating data input requirements,.

[Audio] Goals and Objectives of the Process, Specific, Measurable, Achievable, Relevant, Time-bound (SMART) Goals Model, The SMART goals model is a framework for setting and achieving goals to clarify the purpose, scope, and expected outcomes of a goal, as well as to monitor progress and evaluate success. The implementation of this model can "create more effective and meaningful goals that will help you achieve your desired outcomes for the organization" (Ho, 2023). Goals and Objectives Implementation, Electronic Funds Transfers (EFT) Improvement Goal, Objective, The goal is to reduce errors and improve the overall efficiency of Electronic Funds Transfers (EFT). This will involve identifying and addressing common issues that lead to failures in the EFT process. By implementing effective strategies by 20 October 2023, the objective is to streamline the transfer process, minimize transaction errors, and ensure successful fund transfers by applying the following process of Error Monitoring, to implement robust error monitoring systems to detect and track transaction failures, including failed transfers, incorrect account information, or insufficient funds. Automation, to explore opportunities for automation to reduce manual errors and improve the speed and accuracy of fund transfers. Staff Training, to provide comprehensive training to staff members involved in the EFT process to ensure they are well-versed in best practices, security protocols, and error resolution procedures. Continuous Improvement, to regularly review and update EFT processes based on feedback from customers, staff members, and industry best practices. The most challenging compliance obligations from business leaders who manage electronic fund transfer processes to address the core complaint-handling and dispute-resolutions is to follow the Consumer Financial Protection Bureau (CFPB) guidelines. "A financial institution cannot deny a customer's attempt to limit his or her liability for an unauthorized transaction" (McKeen, Miller, 2021). Electronic Funds Transfers (EFT) Security Improvement Goal, Objective, The goal is to minimize the risk of security breaches and ensure the confidentiality, integrity, and availability of EFT transactions by 20 October 2023. This will involve implementing robust security measures, adhering to industry best practices, and complying with relevant regulations by applying the following process of Risk Assessment, to conduct a comprehensive risk assessment to identify potential vulnerabilities and threats associated with EFT transactions. Employee Training, to provide comprehensive training to employees on security best practices, including password hygiene, phishing awareness, and incident response protocols. Incident Response Plan, to develop an incident response plan to effectively respond to security incidents, including data breaches or unauthorized access attempts. Continuous Monitoring, to implement real-time monitoring systems to detect and respond to any suspicious activity or potential security breaches. The best way for account holders to protect themselves against suspicious activity, is to "review your bank statements on a regular basis" (GoCardless, 2021). By applying these goals and actively working towards them, organizations can enhance the reliability and efficiency of Electronic Funds Transfers, leading to improved customer satisfaction and reduced transaction errors and enhancement of the security of Electronic Funds Transfers, protects customer data, and maintains trust in their services. Stop Payments for Payday Lenders Improvement Goal, Objective, To improve Stop Payments for Payday Lenders by assisting consumers who are trapped in a cycle of debt and high-interest rates by providing them with information and resources on how to stop automatic payments on payday loans. {Payday.

[Audio] Budget Proposal to USAA Executives and Stakeholders for Professional Development, Project Objectives Description, The identification of areas for improvement and the need for professional development can enhance the engagement and motivation of employees by providing clarity and transparency of the process expectations. The workflow of the organization can be streamlined, reducing the administrative burden across departments by providing fair and consistent evaluations. Provide training and development opportunities for managers involved in the improvement process to equip them with the necessary skills to conduct fair and effective evaluations. The implementation of ongoing training and development opportunities to support the goals of its employees and sharpen their skills that offers leadership development programs, orientation and initial customized training, business seminars, speakers, workshops, self-study, classroom, and distance learning options. USAA Federal Savings Bank should provide comprehensive training to its employees on the requirements of the Electronic Fund Transfer Act and Regulation E. This training should emphasize the importance of properly initiating and completing error resolution investigations. They should also provide training to their employees on the requirements of the Consumer Financial Protection Act (CFPA). This training should emphasize the importance of properly closing deposit accounts and not reopening them without seeking prior authorization or providing adequate notice. Summarize Cost Elements, Direct cost is a price that can be directly tied to the production of specific goods or services. Course fees charged by the training provider for attending the course. Materials and supplies such as textbooks, workbooks, or other materials that are required for the course. Travel expenses such as airfare, lodging, and meals may be incurred during course instructions. Required equipment and technology for the training, such as laptops or software licenses to include instructor fees to teach the course. "Although direct costs are typically variable costs, they can also include fixed costs" (Kenton, 2022). Indirect costs are costs which cannot be directly identified with a single contract or grant. The indirect costs are applied equitably across all activities of the organization. Office space rental to facilitate training, utilities, and clerical and managerial staff salaries, insurance, IT services, and server fees that are reasonable, allowable, and allocable are a legitimate cost of doing business. "Indirect cost is any cost that the firms cannot count for a particular business activity, project, service, or objective" (Vaidya, 2023). Break Down Costs, Cost Type, The cost of paying an instructor to teach a professional development course depends on the level of education, and the location which has an average salary for a training instructor will cost USAA $160 per hour. The average cost of materials and supplies for a professional development course per attendee, which includes leadership and employees, will cost $250 on course materials including books and supplies for the duration of the course. The average cost of travel expenses for a round-trip domestic flight cost $400, with accommodation for lodging at $150 per day, rental car authorization at $80 per day, and per-diem, and $50 for meals per day. The average cost to rent a facility fully automated and equipped to accommodate 100 personnel plus instructors for training will cost USAA $1200 per day. A suitable training environment is necessary for all parties involved to be dedicated and focused on the training. Hours, There will be a total of 7 hours daily of course instructions which includes breaks, 10.

[Audio] Risk Assessment: Slide 1 of 3, Managing Risk, Risk management is essential to the overall safety of the project in relation to the workforce and resources for the project. There are risks that need to be considered and planned to mitigate potential hazards during the construction and operation of the project. Failure to plan for risks can cause a delay in the delivery of the project and increase the overall cost. A Probability and Impact / Risk Response Chart should be communicated initially when the hazards have been identified displaying the initial effects of the risks towards the project. (See example illustration below) Probability and Impact (Initial Risk Level) Chart, Content Risks, Training that has a punitive tone, is highly legalistic, and that relies on egregious examples can cause backlash effects in employees, leading to decreased likelihood of reporting problematic behavior and increased intentions to engage in inappropriate behavior at work. The way the subject matter is taught can lead to significant, unintended consequences. Insufficient Frequency, Training should be conducted regularly to ensure that staff members are up to date with the latest best practices, security protocols, and error resolution procedures. Identity Theft, Identity theft is a serious crime that can have significant consequences for victims. Criminals can use stolen personal information to open new accounts, credit cards, and loans in the victim's name, leading to financial losses and damage to credit scores. Money Laundering, Money laundering is a serious crime that involves disguising the proceeds of illegal activities as legitimate funds. There are significant financial consequences for individuals and organizations involved in the crime, including fines, penalties, and asset forfeiture. Debt Cycle, A debt cycle is a state of continual borrowing that leads to increased debt, increasing costs, and eventual default resulting in the interest costs becoming a significant monthly expense, and your debt increases even more quickly. Fraudulent Lenders, Fraudulent lenders are those who engage in fraudulent practices, such as charging hidden fees or misrepresenting the terms of the loan. Fraudulent lenders may use personal information obtained from loan applications to commit identity theft..

[Audio] Risk Assessment: Slide 2 of 3, Electronic Funds Transfers (EFT) Improvement Goal Risk, The objective of the goal is to reduce errors and improve the overall efficiency of Electronic Funds Transfers (EFT) by identifying and addressing common issues that lead to failures in the EFT process. Training staff members involved in the Electronic Funds Transfer (EFT) process is essential to ensure that they are well-versed in best practices, security protocols, and error resolution procedures by addressing the following risks associated with the process of Content Risks, the way the subject matter is taught can lead to significant, unintended consequences. Content risk mitigation is the process of identifying and reducing the risks associated with content creation, publication, and distribution. Strategies that can help mitigate content risk are conducted by reviewing content before it is published to assist in identifying potential risks and ensure that the content is accurate, appropriate, and compliant with applicable laws and regulations. Insufficient Frequency, training should be conducted regularly to ensure that staff members are up to date with the latest best practices, security protocols, and error resolution procedures. Insufficient frequency of training can lead to knowledge gaps and increase the risk of errors or fraud. Strategies that can help mitigate this risk can be conducted by providing regular training that should be conducted regularly to ensure that staff members are up to date with the latest best practices, security protocols, and error resolution procedures. Refresher training can help reinforce knowledge and skills learned during initial training sessions. Electronic Funds Transfers (EFT) Security Improvement Goal Risk, The objective of the goal is to minimize the risk of security breaches and ensure the confidentiality, integrity, and availability of EFT transactions to protect customer data from unauthorized access. A comprehensive risk assessment for identifying potential vulnerabilities and threats associated with Electronic Funds Transfer (EFT) transactions. To address security issues the following risks should be considered for the process of Identity Theft, is a serious crime that can have significant consequences for victims. Identity theft can also result in the loss of health care benefits, account takeovers, and damage to reputation and career. Strategies that can help mitigate this risk can be conducted by protecting your personal information by shredding documents that contain sensitive information before throwing them away and be cautious when sharing personal information online or over the phone. Regularly check your bank and credit card statements for unauthorized charges and monitor your credit report for signs of fraud. Use strong passwords that are difficult to guess, and do not use the same password for multiple accounts. Be wary of emails or phone calls that ask for personal information, and do not click on links or download attachments from unknown sources. Enable two-factor authentication on devices and accounts to add an extra layer of security. Money Laundering, is a serious crime that involves disguising the proceeds of illegal activities as legitimate funds. Associated risks include the illegal aspect of money laundering which can result in significant legal consequences for individuals and organizations involved in a crime. An organization's reputation can be damaged for those who participate in the crime, leading to a loss of trust among customers, investors, and other stakeholders. To mitigate these risks, organizations should implement effective Anti-Money Laundering (AML) programs that include risk assessments, customer due diligence, transaction monitoring, and reporting suspicious activity to regulatory authorities.

[Audio] Risk Assessment: Slide 3 of 3, Probability and Impact / Risk Responses (Residual Risk Level) Chart, By implementing these strategies, you can help mitigate the risk of fraudulent lenders and minimize the potential consequences of this serious crime. To avoid the risks associated with fraudulent lenders, it is important to carefully research any lender before applying for a loan. Look for reviews and ratings from other borrowers and check the lender's credentials with regulatory authorities. The illustration displays the residual risk level as the control measures are implemented towards the project hazards.

[Audio] Action Plan Slide 1 of 2, Goals, Objectives, & Tasks, The purpose of the Electronic Funds Transfers (EFT) Improvement Goal is to minimize errors and enhance the efficiency of this process. This will involve identifying and addressing common issues that lead to failures in the EFT process. Implementing the proposed effective strategies by 20 October 2023 will support the objective of streamlining the transfer process, minimize transaction errors, and ensure successful fund transfers. Electronic Funds Transfer (EFT) is a way to transfer money electronically between banks and people. This process provides a quick and safer transaction rather than paper-based payment methods like checks and cash. "EFT technology makes it easy to do business where you want" (Napoletano, 2022). The following tasks such as "improving accessibility" as EFT payments are convenient, but not everyone has access to them. You can improve accessibility by offering alternative payment methods like credit cards or other financial applications like Zelle. Time is a factor for most, so a focus on "improving speed" for this process could be beneficial as EFT payments are generally faster than paper-based payment methods, but there is always room for improvement. You can "reduce fees" by choosing the right payment provider or negotiating with your bank. Professional development courses combined with training scenarios will be the root remedy to address the issues of this process and tasks. The organization will receive such training, however, a minimum of two selected employees will be trained prior so that they are familiar and will ultimately become Subject Matter Experts (SME) in this section of the process. The Electronic Funds Transfers (EFT) Security Improvement Goal will enhance the security of Electronic Funds Transfers and protect customer data from unauthorized access. The goal is to minimize the risk of security breaches and ensure the confidentiality, integrity, and availability of EFT transactions by 20 October 2023 by implementing robust security measures, adhering to industry best practices, and complying with relevant regulations. Although EFT payments are generally safe, there is always a potential risk of fraud, the following tasks associated to address this goal would begin with the "utilization of two-factor authentication" to add an extra layer of security towards EFT payments by a one-time code sent to your phone or email to verify your identity when inputting passwords. The practice of "Encryption" can help protect your EFT data from unauthorized access using software to encrypt your data before sending it over the internet. "Regularly monitoring" your accounts can help you detect fraudulent activity early as you can set up alerts for unusual activity or log in to your account regularly to check for any unauthorized transactions. "Secure payment provider" selection is crucial for EFT security as we should search for providers that use encryption like two-factor authentication and other security measures. An additional minimum of two selected employees will be trained prior so that they are familiar with it and will also ultimately become Subject Matter Experts (SME) in this section of the process. The concept of Stop Payments for Payday Lenders Improvement Goal is to create a website that provides information and resources for consumers who want to stop automatic payments on payday loans by October 20, 2023. The objective is to improve Stop Payments for Payday Lenders by assisting consumers who are trapped in a cycle of debt and high-interest rates by providing them with.

[Audio] Action Plan Slide 2 of 2, Timeline, 09:00 – 12:00 - October 16, 2023 – Train the Trainer (Morning Session) 12:00 – 13:00 - October 16, 2023 – Lunch Break 13:00 – 17:00 - October 16, 2023 – Train the Trainer (Afternoon Session) 09:00 – 12:00 - October 17, 2023 – Train the Trainer (Morning Session) 12:00 – 13:00 - October 17, 2023 – Lunch Break 13:00 – 17:00 - October 17, 2023 – Train the Trainer (Afternoon Session) 09:00 – 12:00 - October 18, 2023 – Train the Trainer (Morning Session) 12:00 – 13:00 - October 18, 2023 – Lunch Break 13:00 – 17:00 - October 18, 2023 – Train the Trainer (Afternoon Session) 09:00 – UTC - October 19, 2023 – Travel Day 09:00 – 12:00 - October 20, 2023 – (10 Days) Off-Site Training Workshop (Morning Session) 12:00 – 13:00 - October 20, 2023 – Lunch Break 13:00 – 17:00 - October 20, 2023 – Off-Site Training Workshop (Afternoon Session) 09:00 – UTC - October 30, 2023 – Travel Day (Return to Home Station).

[Audio] Conclusion, The importance of this process improvement plan is to satisfy the concerns of consumers by holding USAA accountable to comply with the requirements of Regulation E. Prevents unauthorized electronic fund transfers (EFT) and digital fraud and will regain the public trust of the organization by implementing a root cause analysis process. USAA's failure to maintain an effective Management Program commensurate within its size, complexity, and risk profile can be attributed to its failure to adopt and implement an acceptable program that adequately covered the requirements of the Bank Secrecy Act and its implementing regulations. By incorporating the principles of the administrative management theory into the employee performance evaluation process, we can create a more efficient and effective system that benefits both employees and the organization. This proposal serves as a starting point for implementing these principles and can be customized based on specific organizational needs..

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