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.
The Opportunity
This role demands a seasoned professional to craft clear and effective communications, develop strategic programs, and maintain a brand-aligned response library, all while continuously improving team efficiency through feedback and process assessment. In addition, this role includes creating concise summaries for leadership, editing and proofreading written materials, creating procedures, and supporting the compliment process, which requires advanced business communication skills. The ideal candidate will also have experience influencing and coaching others in a complex environment, a strong understanding of communication platforms and regulations, and a proven track record in process improvement and project management.
As a dedicated Member Relations Advisor Lead, you will oversees processes within the organization, dedicated to timely, accurate and appropriate intake and/or handling of complex member issues identified through monitored channels, including consumer and regulatory complaints/inquiries as well as communications addressed to USAA's Executive Management Group and Boards of Directors. Supports operational management with risk management, workload, coordination of duties, adherence to goals and metrics, coaching, professional communications, and complaint handling effectiveness. Leads and motivates cross-functional team members in the development and execution of process improvements, strategic planning, and organizational process change.
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, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, Chesapeake, VA or Tampa, FL. Relocation assistance is not available for this position.
What you'll do:
- Applies expert knowledge of line of business products, services, and processes to serve as a subject matter resource in the assessment of complaint program risks and opportunities across multiple technologies and business goals.
- Leads activities in support of servicing of complaints/inquiries through monitored channels within the organization, providing recommendations to the strategy, performance management, and consistent handling.
- Distributes workload, oversees controls oversight, monitors telephone adherence, coaches, and motivates the team to adhere to their responsibilities to achieve organizational metrics.
- Leads team projects, initiatives, presentations, and/or events and action plans; reviews, prepares, and approves written responses, member profiles, and executive summaries that meet established standards of appearance and content to represent USAA’s executive management group.
- Manages and resolves complex complaints and inquiries to assist the team in resolution activities.
- Identifies opportunities to mitigate risks including process and procedure gaps and ensures timely changes are made; makes recommendations related to tactical strategies, performance, workload, technology, and operational effectiveness of complaint handling.
- Applies expert knowledge for strategic and operational planning and process implementation to ensure that CEO Member Relations advisors are adequately trained, knowledgeable of process, goals, objectives, and strategies to successfully achieve metrics and action plan results.
- Assists the team by assuming responsibility for complex complaints/inquiries through various processes and channels to ensure the needs of complainants are met
- Mentors and is a proxy for management including taking over escalated calls from advisors.
- Demonstrates advanced knowledge of current policies, procedures, regulatory guidelines and enterprise complaint standards.
- Facilitates communications with leadership and provides summaries of findings.
- Leads activities to support the Annual Members' Meeting.
- 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 related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
- 8 years of experience in a financial services operational environment with relevant experience managing complex customer resolution of issues, escalations, and/or complaints.
- Advanced experience in conflict resolution and/or de-escalation of complex inquiries and complaints that may have regulatory implications
- Advanced experience in business communications and summarizing root cause findings of complex complaints and creating and delivering presentations to all levels of management.
- Proven experience influencing, coaching others, and playing a lead role in a highly complex environment while maintaining attention to detail
- Strong understanding of communication platforms and complaint channels and knowledge of applicable policies, procedures, and regulations
- Strong experience prioritizing, influencing and coaching others on assigned subject matter areas.
- Extensive experience with process improvement and/or project and program management experience.
What sets you apart:
- Bachelor of Arts In Mass Communication and/or English
- Advanced experience crafting accurate, clear, and effective written communications.
- Proven experience planning and implementing strategic communication programs.
- Extensive experience assessing communication processes to identify areas for improved efficiency and accuracy.
- Advanced editing and proofreading of written materials.
- US military experience through military service or a military spouse/domestic partner [optional]
Compensation range: The salary range for this position is: $77,120.00 - $138,810.00.
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.
