Customer Service Advisor

Why USAA?

Let’s do something that really matters.

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all our employees served in our nation’s military, but we all share in the mission to give back to those who did. We’re working as one to build a great experience and make a real impact for our members.

We believe in our core values of honesty, integrity, loyalty, and service. They’re what guides everything we do – from how we treat our members to how we treat each other. Come be a part of what makes us so special!

The Opportunity

As a dedicated Advocacy Advisor I, you will provide timely, accurate and compliant responses for complaints identified and addressed to USAA's Executive Management Group, Chairman and Board of Directors, general consumers, and/or regulatory agencies. Considers the unique situation and provides an appropriate resolution that balances the need of the company and the individual.

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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, Phoenix, AZ, Colorado Springs, CO, or Tampa, FL. Relocation assistance is not available for this position.

What you'll do:

• Serves as primary resource to handle and resolve all regulatory complaints and consumer complaints of a sophisticated nature.
• Examines the work performed by team members and vendor partners for any regulatory errors, or process or service failures pertaining to a complaint.
• Performs the end-to-end lifecycle to resolve logged complaints from regulators and consumers.
• Delivers outcomes verbally or written to regulators, complainants, and leadership.
• Facilitates collaboration among team members (e.g., Business SMEs, Legal, Compliance, etc.) to apply proficient knowledge of Bank products, services, and processes to serve as a subject matter resource and advocate in the resolution of moderately sophisticated complaints.
• Conducts research, delivers resolutions verbally or written to complainants, leadership, and/or regulators.
• Identifies compliance gaps and sends potential issues to business partners to initiate the issue management process.
• Collects business process improvements and compliance gaps and increases through proper internal channels for resolution.
• Communicates optimally in multiple platforms with complainants, executives, regulators, legal, other internal and external customers and handles all interactions with professionalism and care.
• Develops summaries to refer findings to business leadership and successfully influence positive outcomes.
• Serves as a resource to team members by providing guidance or feedback on appropriate processing and handling of work.
• Maintains proficient knowledge of applicable Enterprise and Bank policies, procedures, regulatory guidelines, and enterprise complaint standards.
• Concisely documents factual summary of the complaint research and resolution.
• Effectively runs and prioritizes workload to consistently meet individual service level objectives and assist the team.
• Ensures risks associated with business activities are optimally identified, measured, supervised, 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.
• 4 years of relevant customer service experience in a financial services, fraud, or insurance industry.
• 4 years of demonstrated experience in researching and resolving complainant issues and member escalations in financial services.
• Active Bank specific licenses and state registrations as required.
• Proven experience in difficult verbal communications and developing clear, concise written summaries through open discussion and proactive business partner engagement.
• Previous experience researching and resolving member account issues.
• Experience multi-tasking and prioritizing in a highly sophisticated environment while maintaining attention to detail.

What sets you apart:

• US military experience through military service or a military spouse/domestic partner.
• Experience in complaint handling background with a large Bank.
• USAA banking experience (within the last 2-3 years).
• Experience with regulatory and consumer high risk complaint handling through verbal and written channels.
• Risk and Root cause analysis background (efficient and effective research capabilities-de-escalation background beyond live phone calls, i.e. outbound campaigns, remediation efforts, etc.).
• Technical writing skills and/or professional writing background with exposure, i.e. media, news, etc.
• De-escalation skillset and ability in resolving complaints timely.
   

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.

What we offer:

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. The actual salary for this role may vary by location. The salary range for this position is: $57,970 - $103,870.

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

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, please 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 and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, national origin, age, disability, genetic information, protected veteran status, or any other legally protected characteristic.