The Opportunity
As a dedicated Member Relations Advisor I, you will complete timely and accurate documentation of consumer and regulatory complaints and inquiries, including those addressed to Executive Management Group, Chairman and Board of Directors, received through monitored channels, into the USAA Complaint Registry. Use critical thinking to understand each complaint and/or inquiry and respond appropriately.
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, or Tampa, FL. Relocation assistance is not available for this position.
Important schedule information:
The hours of operations for CEO Member Relations are Monday - Friday 7:30a to 6:00p CST and Saturday and Sunday from 9:00a to 3:00p CST.
What you'll do:
• Acquires and applies advanced industry knowledge of the products, services, and processes as related to complaint handling.
• Serves as a resource to less tenured team members by providing guidance and/or feedback on appropriate handling of work product.
• Proficient at identifying members' needs, intaking complaints, alerting leadership to potential concerns, accurately gathering information and documentation of regulatory and non-regulatory complaints and inquiries in the USAA complaint registry and resolving USAA issues per procedures.
• Takes escalated calls on behalf of the EMG, Chairman, Board of Directors and regulatory agencies.
• Participates and/or leads during planned and unplanned surge events by distributing or handling assigned work, the development and implementation of team projects, initiatives, presentations and/or events.
• Accurately prepares and proofs written correspondence in response to complainants and/or regulatory agencies.
• Applies proficient knowledge of case management systems and workload management.
• Handles Cross-Function or Line of Business complaint process and upholds Company and Function (CoF) complaint resolutions.
• Provides support for the Annual Members' Meeting.
• Monitors complex intake channels including facilitating the intake of Regulatory complaints and inquiries, manually and through Robotic Process Automation; while identifying process gaps and escalating solutions to address and remedy the gap.
• Completes assigned control work.
• Addresses all QA feedback and remediation requests timely.
• Provides timely and accurate member profiles.
• 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.
• 4 years Customer Service experience in financial services, fraud, or insurance industry.
• 2 years of conflict resolution, de-escalation or complaint handling experience that are highly complex and may have regulatory implications.
• 4 years demonstrated experience in writing/editing communications.
• Strong oral and written communication experience.
• Proficient knowledge of relevant industry products and services to effectively address member complaints.
• Experience multi-tasking and prioritizing in a highly complex environment while maintaining attention to detail.
• Knowledge of Microsoft Office tools to include Outlook, Word, Excel and PowerPoint.
What sets you apart:
• 2 years of knowledge of USAA products and services.
• Experience with PEGA.
• US military experience gained through military service or gained as a military spouse / domestic partner
Compensation range: The salary range for this position is: $57,970 - $103,870.
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.
