Intermediate Member Debt Representative

As a dedicated Intermediate Member Debt Representative, you will within defined guidelines and framework, be responsible for understanding members’ needs and delivering personalized solutions and education that will improve their overall financial security. 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. We offer a flexible work environment that requires an individual to be in the office 3 days per week. Remote option available after 6 months. This position can be based in one of the following locations: San Antonio, TX, Phoenix, AZ, or Tampa, FL. Relocation assistance is not available for this position. Work Schedule: Mon - Thur 7:00 am - 11:00 pm CST. Friday/Saturday-7:00 am - 5:30 pm CST. What you'll do: Uses established procedures to carry out and resolve non-complex delinquency work assignments and conducts member research as necessary. Makes outbound phone calls to delinquent members across all USAA product lines through automated and manual outbound dialing in an attempt to collect payment and/or arrange for payments, utilizing effective telephone collection techniques and principles while meeting call service levels. Under close supervision, performs individual member needs assessment to quickly determine the member's reason for delinquency and provide customized solutions and advice to improve their financial security. With close supervision, negotiates mutually satisfactory payment arrangements within defined guidelines. Follows all applicable local, state, and national laws and regulations surrounding the collection industry and within USAA standards. Under close supervision, completes required account verification and account maintenance. Documents all pertinent customer contact information and updates collection attempts/call results into the appropriate database. Collaborates with team members to resolve issues and identify appropriate issues for escalation. Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.