Advocacy Advisor I

USAA • San Antonio, TX

389d • $57,970 - $103,870

About The Position

As an Advocacy Advisor I at USAA, you will play a crucial role in addressing and resolving complaints directed to the Executive Management Group, Chairman, Board of Directors, and regulatory agencies. This position requires a balance between the needs of the company and the individuals involved, ensuring timely and compliant responses to complex complaints. You will work collaboratively with various teams to provide resolutions and improve processes, all while maintaining a focus on the financial security of U.S. military members and their families.

Requirements

• Bachelor's degree or 4 years of related experience may be substituted in lieu of a degree.
• 4 years of relevant customer service experience in financial services, fraud, or insurance.
• 4 years of experience in researching and resolving complainant issues in financial services.
• Active Bank specific licenses and state registrations as required.
• Proven experience in difficult verbal communications and developing clear written summaries.
• Previous experience researching and resolving member account issues.
• Experience in multi-tasking and prioritizing in a sophisticated environment.

Nice To Haves

• US military experience through service or as a military spouse/domestic partner.
• Experience in complaint handling with a large Bank.
• USAA banking experience within the last 2-3 years.
• Experience with regulatory and consumer high-risk complaint handling.
• Risk and root cause analysis background.
• Technical writing skills or professional writing background.
• De-escalation skillset for timely complaint resolution.

Responsibilities

• Serve as the primary resource for handling and resolving regulatory and consumer complaints.
• Examine work performed by team members and vendor partners for regulatory errors or service failures.
• Perform the end-to-end lifecycle to resolve logged complaints from regulators and consumers.
• Deliver outcomes verbally or in writing to regulators, complainants, and leadership.
• Facilitate collaboration among team members to apply knowledge of Bank products and services in complaint resolution.
• Conduct research and deliver resolutions to complainants and leadership.
• Identify compliance gaps and initiate the issue management process with business partners.
• Collect business process improvements and compliance gaps for resolution.
• Communicate effectively with complainants, executives, regulators, and other stakeholders.
• Develop summaries to refer findings to business leadership and influence positive outcomes.
• Provide guidance or feedback to team members on complaint processing and handling.
• Maintain knowledge of applicable policies, procedures, and regulatory guidelines.
• Document factual summaries of complaint research and resolution.
• Prioritize workload to meet service level objectives and assist the team.
• Ensure risks associated with business activities are identified and controlled according to policies.

Benefits

• Comprehensive medical, dental, and vision plans.
• 401(k) and pension plans.
• Life insurance coverage.
• Parental benefits and adoption assistance.
• Paid time off program with paid holidays and 16 paid volunteer hours.
• Various wellness programs.
• Career path planning and continuing education support.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree