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Member Debt Representative Senior

Location San Antonio, Texas Secondary Locations San Antonio,Texas; Job ID R0038179 Date posted Oct. 09, 2019 Apply Now

Purpose of Job

Responsible for understanding member's needs and delivering personalized solutions and education that will improve their overall financial security. Payment arrangements may be negotiated in order to minimize loss to the organization. In addition, this role protects the financial interests of USAA by communicating with members, non-members and/or external third parties to collect and resolve delinquent accounts. Accounts are handled and worked in accordance with operational standards; follows all local, state and federal laws pertaining to loan verification and collection.

We are currently seeking a talented Member Debt Representative Senior for the San Antonio Home Office.

Job Requirements

  • Maintains expert knowledge of all collections industry laws, regulations and ensures internal policies, procedures and processes are up to date.
  • Contacts members in all stages of delinquency across all USAA product lines; performs member needs assessment and negotiates mutually satisfactory payment arrangements.
  • Contacts authorized parties on member's behalf, ie, attorneys, debt settlement companies, powers of attorney, etc.
  • Serves as a resource to less experienced team members and shares knowledge with team in the area of collections.
  • Handles and resolves escalated member inquiries or requests.
  • Identifies quality issues contributing to delinquent balances and initiates resolution.
  • Makes decisions on the most complex policy exceptions and monetary adjustments based upon level of authority.
  • Reviews, monitors and manages daily work queues.
  • Determines work volume, assesses capacity, and delegates work to the team based on workload.
  • Analyzes reporting to track and trend performance and assists in the preparation and facilitation of monthly loss analysis meetings to discuss high risk accounts with upper management.
  • May serve as a delegate to manager and represent the unit in meetings or projects, lead team huddles, and provide guidance and mentoring to team members, from a technical aspect on an ad hoc basis.

Minimum Requirements

  • High School Diploma or General Equivalency Diploma.
  • 4 or more years collections customer contact experience.
  • Expert knowledge of credit card, consumer loan and home equity products.

*Qualifications may warrant placement in a different job level*

When you apply for this position, you will be required to answer some initial questions.  This will take approximately 5 minutes.  Once you begin the questions you will not be able to finish them at a later time and you will not be able to change your responses.


  • Flexible to work during operating hours of 7 A.M to 9 P.M.  CST and flexible for rotating Friday’s and Saturdays.
  • 5+ years’ experience in a collections/call center environment.
  • CBS knowledge (Center for Business Solutions Call Model).
  • Ability to handle supervisor escalated calls in a call center environment.
  • Familiar with Banking and Collections regulations.
  • Ability to coach and mentor individuals at a high level.
  • Ability to handle supervisor escalated calls in a call center environment.
  • Completion of some college credits.

Relocation assistance is notavailable for this position.

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.

Must complete 12 months in current position (from date of hire or date of placement) or must have manager’s approval prior to posting.

Last day to apply to the opening is 10/13/19 by 11:59 pm CST time.

Apply Now

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