Remote-Eligible 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

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