Member Relations & Resolution Specialist 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

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.