Member Relations Advisor II

USAA Life Insurance Company; San Antonio (TX); Hybrid; USD 51,000 - 92,000; Full time

Job summary

USAA Life Insurance Company is seeking 2 dedicated Member Relations Advisor II to document consumer complaints and inquiries across multiple channels into the Enterprise Complaint Registry. These roles require in-office presence 4 days per week and can be based in San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, or Tampa, FL.

Relocation assistance is not available. The hours are Monday–Friday 7:30a–6:00p CST, with weekend coverage as needed.

Qualifications

• Bachelor's degree or 4 years of relevant education/experience.
• 2 years Customer Service in financial services, fraud, or insurance.
• 1 year conflict resolution, de-escalation, or complaint handling.
• 2 years experience in writing/editing communications.
• Strong oral and written communication experience.
• Experience multi-tasking in fast paced environment while maintaining attention to detail.
• Knowledge of Microsoft Office tools to include Outlook, Word, Excel and PowerPoint.

Responsibilities

• Acquires and applies intermediate industry knowledge of the products, services, and processes as related to complaint handling.
• Identifies member needs, escalates appropriately, documents non-regulatory complaints and/or inquiries in the Enterprise Complaint registry, and researches and resolves enterprise issues per procedures.
• Takes escalated calls on behalf of the EMG, Chairman, and Board of Directors.
• Provides business partners with support related to the documentation, routing, and resolution of complaints and inquiries.
• Participates in team initiatives and assists team during planned and unplanned surge events by completing assigned tasks.
• Handles Cross-CoSA complaint process by contacting complainants and documenting feedback.
• Provides support for the Annual Members' Meeting.
• Addresses all QA feedback and remediation requests timely.
• Supports all Function or Line of Business complaint resolutions by upholding the business/EMG final decisions on re-escalations.
• Effectively manages and prioritizes workload to consistently meet individual service level objectives and assist the team.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Skills

Customer Service

Conflict Resolution

Written Communication

Oral Communication

Multitasking

Attention to detail

Microsoft Office

Education

Bachelor's degree

4 years of relevant education/experience

Tools

PEGA

Microsoft Office

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

We are looking to hire 2 dedicated Member Relations Advisor II's that will complete timely and accurate documentation of consumer complaints and inquiries, including those addressed to Executive Management Group, Chairman and Board of Directors, received through multiple channels into the Enterprise Complaint Registry.

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 intermediate industry knowledge of the products, services, and processes as related to complaint handling.
• Identifies member needs, escalates appropriately, documents non-regulatory complaints and/or inquiries in the Enterprise Complaint registry, and researches and resolves enterprise issues per procedures.
• Takes escalated calls on behalf of the EMG, Chairman, and Board of Directors.
• Provides business partners with support related to the documentation, routing, and resolution of complaints and inquiries.
• Participates in team initiatives and assists team during planned and unplanned surge events by completing assigned tasks.
• Handles Cross-CoSA complaint process by contacting complainants and documenting feedback.
• Provides support for the Annual Members' Meeting.
• Addresses all QA feedback and remediation requests timely.
• Supports all Function or Line of Business complaint resolutions by upholding the business/EMG final decisions on re-escalations.
• Effectively manages and prioritizes workload to consistently meet individual service level objectives and assist the team.
• 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.
• 2 years Customer Service experience in financial services, fraud, or insurance industry.
• 1 year experience in conflict resolution, de-escalation, or complaint handling experience.
• 2 years demonstrated experience in writing/editing communications.
• Strong oral and written communication experience.
• Experience multi-tasking and prioritizing in fast paced environment while maintaining attention to detail.
• Knowledge of Microsoft Office tools to include Outlook, Word, Excel and PowerPoint.

What sets you apart:

• Prior experience working within Survivorship or the Relations Team.
• 2 years of knowledge of USAA products and services.
• Experience with PEGA.
• US military experience through military service or a military spouse/domestic partner

Compensation range:

The salary range for this position is: $51,370 - $92,060.

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 continui