Advocacy Advisor I (Mid-level)

USAA•San Antonio, TX

7d•Hybrid

About The Position

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. As a dedicated, Advocacy Advisor I (Mid-Level), you will 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. Consider the unique situation and provide 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, Tampa, FL, Colorado Springs, CO or Phoenix, AZ. Relocation assistance is not available for this position.

Requirements

Bachelor’s Degree; OR 4 years of relevant education and/or experience.
2 years of relevant customer service experience in a financial services, fraud or insurance industry.
2 years of demonstrated experience in researching and resolving complainant issues and member escalations in financial services.
Demonstrated experience in difficult verbal communications and developing clear, concise written summaries through open discussion and proactive business partner engagement.
Previous experience researching and resolving member account issues.
Experience multi-tasking and prioritizing in a highly complex environment while maintaining attention to detail.

Nice To Haves

2+ years of experience handling banking escalations to resolution on a member resolution team.
2+ years of experience handling bank regulatory complaints.
Experience working on a bank resolutions team.
Experience working as a titled Bank Business Process Owner/Consultant.
End to end process experience for bank processes.
U.S. military experience through military service or a military spouse/domestic partner.

Responsibilities

Serves as primary resource to handle and resolve all regulatory complaints and consumer complaints of a complex nature.
Examines the work performed by stakeholders and vendor partners for any regulatory errors, or process or service failures pertaining to a complaint.
Executes the end-to-end lifecycle to resolve logged complaints from regulators and consumers.
Delivers outcomes verbally or written to regulators, complainants, and leadership.
Facilitates collaboration among stakeholders (e.g., Business SMEs, Legal, Compliance, etc.) to apply proficient knowledge of Function or Line of Business products, services, and processes to serve as a subject matter resource and advocate in the resolution of moderately complex complaints.
Conducts research, delivers resolutions verbally or written to complainants, leadership, and/or regulators.
Identifies compliance gaps and sends potential issues to business partners to initiate the issue management process.
Captures business process improvements and compliance gaps and escalates through proper internal channels for resolution.
Communicates effectively in multiple platforms with complainants, executives, regulators, legal, other internal and external customers and handles all interactions with professionalism and care.
Develops summaries to refer findings to business leadership and effectively influence positive outcomes.
Serves as a resource to team members by providing guidance or feedback on appropriate processing and handling of work.
Maintains proficient knowledge of applicable Association, Function, and/or Line of Business policies, procedures, regulatory guidelines, and enterprise complaint standards.
Concisely documents factual summary of the complaint research and resolution.
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.