Customer Service Advisor

Why USAA?

The Opportunity

As a dedicated Advocacy Advisor Senior, you will 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. Considers 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, Phoenix, AZ, Colorado Springs, CO, or Tampa, FL. Relocation assistance is not available for this position.

What you'll do:

• Serves as primary resource to handle and resolve the most complex and unique regulatory complaints and consumer complaints.
• Examines the work performed by team members and other Advocacy Advisors for any regulatory errors, or process or service failures pertaining to a complaint.
• Leads collaboration among team members (e.g., Business SMEs, Legal, Compliance, etc.) to apply experienced knowledge of Bank products, services, and processes to serve as a subject matter resource and advocate in the resolution of complaints and issues; provides guidance to team members on highly sophisticated complaints.
• Serves as a point of contact, and at times, leadership role for the team. Researches and responds to intensified complaints and inquiries.
• Develops summaries to refer findings to Bank leadership and effectively influence positive outcomes.
• Conducts research, delivers expedited resolution verbally or written to complainants which may include high profile complainants and shares escalated feedback through appropriate channels.
• Identifies compliance gaps and sends potential issues to business partners to initiate the issue management process.
• Gathers business process and experience level opportunities to mitigate risks and improve member experience and escalates through proper internal channels for resolution.
• Communicates proactively and effectively in multiple platforms with complainants, executives, regulators, legal, other internal and external customers and handles all interactions with professionalism and care.
• Maintains experienced knowledge of current Bank policies, procedures, regulatory guidelines, and enterprise complaint standards.
• Concisely documents factual summary of the complaint research and resolution.
• Coaches team to optimally manage and prioritize workload to consistently meet results service level objectives.
• Ensures risks associated with business activities are optimally identified, measured, supervised, 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.
• 6 years of relevant customer service experience in a financial services, fraud, or insurance industry.
• 6 years of demonstrated experience in researching and resolving complainant issues and member escalations in financial services.
• Active Bank specific licenses and state registrations as required.
• Demonstrated experience in business communications to include developing and/or delivering presentations to all levels of management.
• Strong experience in researching and resolving member account issues and handling escalations as appropriate.
• Experience prioritizing, influencing, and playing a lead role in a highly complex environment.

What sets you apart:

• US military experience through military service or a military spouse/domestic partner.
• Experience in complaint handling background with a large Bank.
• USAA banking experience (within the last 2-3 years).
• Experience with regulatory and consumer high risk complaint handling through verbal and written channels.
• Risk and Root cause analysis background (efficient and effective research capabilities-de-escalation background beyond live phone calls, i.e. outbound campaigns, remediation efforts, etc.).
• Technical writing skills and/or professional writing background with exposure, i.e. media, news, etc.
• De-escalation skillset and ability in resolving complaints timely.
   

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.

What we offer:

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. The salary range for this position is: $69,920 - $133,620.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

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, please 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 and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, national origin, age, disability, genetic information, protected veteran status, or any other legally protected characteristic.