Member Relations Advisor I

usaa; San Antonio (TX); Hybrid; USD 58,000 - 104,000; Full time

Job summary

USAA is seeking a dedicated Member Relations Advisor I to document consumer and regulatory complaints and inquiries into the USAA Complaint Registry. You will respond to escalated inquiries, support leadership, and ensure accurate information gathering.

The role requires in-office presence four days per week across multiple US locations, with relocation not offered. The ideal candidate has a Bachelor’s degree or equivalent education, 4 years of customer service in financial services, and strong

Qualifications

• Bachelor's degree or 4 years of relevant education/experience.
• 4 years Customer Service experience in financial services, fraud, or insurance.
• 2 years of conflict resolution or complaint handling experience with potential regulatory implications.
• 4 years demonstrated experience in writing/editing communications.
• Strong oral and written communication experience.
• Knowledge of Microsoft Office tools (Outlook, Word, Excel and PowerPoint).
• Experience with USAA products and services is a plus.

Responsibilities

• Acquires and applies advanced knowledge of products, services, and processes related to complaint handling.
• Serves as a resource to less tenured team members with guidance on handling work products.
• Identify members' needs, intake complaints, escalate as needed, document in USAA complaint registry.
• Take escalated calls on behalf of EMG, Chairman, Board of Directors and regulators.
• Participate in surge events, distribute work, and contribute to team projects and events.
• Prepare and proof written correspondence to complainants and regulators.
• Maintain case management and workload systems; ensure compliance with procedures.
• Support annual Members' Meeting.
• Monitor intake channels and address gaps with process improvements.

Skills

Customer service

Conflict resolution

Communication skills

Case management

Microsoft Office

Education

Bachelor's degree or equivalent

Tools

PEGA

Job description

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.

We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

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 discret