The Customer Service Advisor at USAA provides timely and compliant resolutions for escalated customer complaints, primarily within financial services. They act as an advocate to balance customer needs and company policies while collaborating with various internal and external stakeholders. The role requires strong conflict resolution, documentation, and risk analysis skills to ensure exceptional service and regulatory compliance.
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.
The Opportunity
As a dedicated Advocacy Advisor-Intermediate , you will within defined guidelines and framework, provide timely , accurate and compliant responses for complaints identified and addressed to USAA's Executive Management Group, Chairman and Board of Directors, general consumers, and/or regulatory agencies. Considers the unique situation and provides an appropriate resolution that balances the need of the company and the individual.
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, Phoenix, AZ, Colorado Springs or Tampa, FL. Relocation assistance is not available for this position.
Work Schedule: Monday-Friday 8:30 am-6 pm (Time zone based on your location)
What you'll do:
Acquires and applies industry knowledge of products, services, and processes to serve as the primary point of contact in the resolution of complainant concerns, submitted to Advocacy for escalated handling.
In accordance with business guidance and leadership oversight, examines the work performed by team members and vendor partners for any process or service failures identified within moderately sophisticated complaints that could encompass member harm concerns and/or failures.
Completes the end-to-end lifecycle to resolve logged consumer complaints and delivers outcomes verbally or written to complainants, leadership, and, on occasion, to regulators defined by Bank Advocacy procedures, to include detailed documentation requirements.
In collaboration with partners applies knowledge of Bank products, services, and processes to serve as a resource and advocate in the resolution of complaints of a routine nature.
Identifies business process opportunities and develops summaries to mitigate risks and call out process gaps through proper internal channels for resolution.
Communicates effectively in multiple platforms with complainants, executives, legal, other internal and external customers, and handles all interactions with professionalism and care.
Maintains knowledge of applicable Enterprise and Bank policies, procedures, and regulatory guidelines.
Optimally handles and prioritizes workload to consistently meet individual service level objectives .
Ensures risks associated with business activities are optimally identified , measured, supervised, and controlled in accordance with risk and compliance policies and procedures.
What you have:
Bachelor’s degree: OR 4 years of related experience (in addition to the minimum years of experience required ) may be substituted in lieu of degree.
2 years of relevant customer service experience in a financial services, fraud, or insurance industry.
2 years of demonstrated experience in conflict resolution and documentation to include researching and resolving complainant issues and member customer concerns in financial services.
Active CoSA specific licenses and state registrations as the need arises.
Demonstrated experience in difficult verbal communications and developing written communications through open discussion and proactive business partner engagement.
Experience multi-tasking and prioritizing in a fast-paced working environment ranging in complexity, while maintaining attention to detail
What sets you apart:
Experience in complaint handling background with a large Bank.
USAA banking experience (within the last 2-3 years).
Experience with regulatory and consumer high risk complaint handling through verbal and written channels.
Risk and Root cause analysis background (efficient and effective research capabilities-de-escalation background beyond live phone calls, i.e. outbound campaigns, remediation efforts, etc.).
Technical writing skills and/or professional writing background with exposure, i.e. media, news.
De-escalation skillset and ability in resolving complaints timely .
Salary: The salary range for this position is: $51,370 - $92,060 .
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 continuing education assists employees with their professional goals.
For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.
Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.
USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
customer service, complaint resolution, financial services, conflict resolution, risk analysis, regulatory compliance, banking, advocacy, documentation, de-escalation
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