Member Debt Representative II

Jobtailor; Arizona; On-site; USD 42,000 - 64,000; Full time

Job summary

USAA in Phoenix is seeking an on-site Member Debt Associate to understand members’ needs and deliver personalized financial solutions while adhering to collection laws. The role emphasizes outbound calls, negotiation of payment plans, and thorough documentation, with a strong focus on compliance and risk awareness.

Ideal candidates have a High School Diploma, 1 year in collections or related customer contact, and proven reliability in performance metrics.

Qualifications

• High School Diploma or General Equivalency Diploma required.
• 1 year of combined customer contact, sales, or collections experience in the financial services industry.
• Strong verbal and written communication skills.
• 6+ months working at USAA in Member Debt as an Onshore: Financial Operations Junior
• Proven record of strong attendance, quality, and performance metrics.
• US military experience through military service or a military spouse/domestic partner
• Must not require immigration support or visa sponsorship now or in the future
• Employees who live within 60 miles of a USAA office must work on-site four days a week

Responsibilities

• Understand members’ needs and deliver personalized solutions and education to improve their financial security
• Communicate with members, non-members, and external third parties to collect and resolve delinquent accounts
• Use established procedures to resolve non-complex delinquency assignments and conduct member research
• Make outbound calls to delinquent members across all USAA product lines using automated and manual dialing
• Attempt to collect payments or arrange payment plans using telephone collection techniques
• Conduct member needs assessments and provide customized solutions and advice
• Negotiate mutually satisfactory payment arrangements within defined guidelines
• Follow applicable local, state, and national collection laws and regulations
• Complete account verification and maintenance
• Document customer contact information and update collection attempts and call results in the appropriate database
• Collaborate with team members to resolve issues and identify matters for escalation
• Identify, measure, monitor, and control risks in accordance with risk and compliance policies

Skills

Customer contact experience

Financial services knowledge

Verbal and written communication

Negotiation skills

Risk & compliance awareness

Education

High School Diploma

General Equivalency Diploma

Tools

Database management

Automated dialing systems

Job description

• Understand members’ needs and deliver personalized solutions and education to improve their financial security
• Communicate with members, non-members, and external third parties to collect and resolve delinquent accounts
• Use established procedures to resolve non-complex delinquency assignments and conduct member research
• Make outbound calls to delinquent members across all USAA product lines using automated and manual dialing
• Attempt to collect payments or arrange payment plans using telephone collection techniques
• Conduct member needs assessments and provide customized solutions and advice
• Negotiate mutually satisfactory payment arrangements within defined guidelines
• Follow applicable local, state, and national collection laws and regulations
• Complete account verification and maintenance
• Document customer contact information and update collection attempts and call results in the appropriate database
• Collaborate with team members to resolve issues and identify matters for escalation
• Identify, measure, monitor, and control risks in accordance with risk and compliance policies

Requirements

• High School Diploma or General Equivalency Diploma required
• 1 year of combined customer contact, sales, or collections experience in the financial services industry
• Strong verbal and written communication skills
• 6+ months working at USAA in Member Debt as an Onshore: Financial Operations Junior
• Proven record of strong attendance, quality, and performance metrics
• US military experience through military service or a military spouse/domestic partner
• Must not require immigration support or visa sponsorship now or in the future
• Employees who live within 60 miles of a USAA office must work on-site four days a week

Core Competencies

Demonstrates expertise in member needs assessment and personalized financial solutions, with a strong focus on compliance with collection laws and regulations. Proven ability to communicate effectively and negotiate payment arrangements while maintaining high performance metrics.

Highest-signal resume keywords

• Customer Contact Experience
• Financial Services Industry Knowledge
• Verbal And Written Communication Skills
• Negotiation Skills
• Risk And Compliance Awareness

Hard Skills

• Collections Techniques
• Account Verification
• Payment Arrangement Negotiation
• Delinquency Resolution
• Member Research

Soft Skills

• Collaboration
• Problem-Solving
• Customer Service Orientation

Certifications & Qualifications

• High School Diploma
• General Equivalency Diploma

Industry Keywords

• Financial Security
• Delinquent Accounts
• USAA Product Lines
• Collection Laws
• Risk Management

Tools & Technologies

• Database Management
• Automated Dialing Systems