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.
We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.
The Opportunity
As a dedicated, Advocacy Advisor II (Mid-Level), you will, within defined guidelines and framework, 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. Consider the unique situation and provides an appropriate resolution that balances the need of the company and the individual.
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, Tampa, FL, Colorado Springs, CO or Phoenix, AZ.
Relocation assistance is not available for this position.
Work Schedule: Monday-Friday 8:30 am-6 pm (Time zone based on your location).
What you’ll do:
Acquires and applies industry knowledge of products, services, and processes to serve as the primary point of contact in the resolution of complainant concerns, submitted to Advocacy for escalated handling.
In accordance with business guidance and leadership oversight, examines the work performed by stakeholders and vendor partners for any process or service failures identified within moderately complex complaints that could encompass member harm concerns and/or failures.
Executes the end-to-end lifecycle to resolve logged consumer complaints and delivers outcomes verbally or written to complainants, leadership, and, on occasion, to regulators defined by Bank Advocacy procedures, to include detailed documentation requirements.
In collaboration with stakeholders applies knowledge of Function or Line of Business products, services, and processes to serve as a resource and advocate in the resolution of complaints of a routine nature.
Identifies business process opportunities and develops summaries to mitigate risks and escalate process gaps through proper internal channels for resolution.
Communicates effectively in multiple platforms with complainants, executives, legal, other internal and external stakeholders, and handles all interactions with professionalism and care.
Maintains knowledge of applicable Association, Function, and/or Line of Business policies, procedures, and regulatory guidelines.
Effectively manages and prioritizes workload to consistently meet individual service level objectives.
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 relevant education and/or experience.
2 years of relevant customer service experience in a financial services, fraud, or insurance industry.
2 years of demonstrated experience in conflict resolution and documentation to include researching and resolving complainant issues and member escalations in financial services.
Active business specific licenses and state registrations as required.
Demonstrated experience in difficult verbal communications and developing written communications through open discussion and proactive business partner engagement.
Experience multi-tasking and prioritizing in a fast-paced working environment ranging in complexity, while maintaining attention to detail.
What sets you apart:
2+ years of experience handling banking escalations to resolution on a member resolution team.
2+ years of experience handling bank regulatory complaints.
Experience working on a bank resolutions team.
Experience working as a titled Bank Business Process Owner/Consultant.
End to end process experience for bank processes.
U.S. military experience through military service or a military spouse/domestic partner.
Compensation: The salary range for this position is: $51,370 - $89,370.
USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).
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.
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.
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.
