Advocacy Advisor II

USAA•San Antonio, TX

13d•Hybrid

About The Position

As a dedicated, Advocacy Advisor II (Mid-Level), 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. Consider 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, 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 conflict resolution and documentation to include researching and resolving complainant issues and member escalations in financial services.
Active business specific licenses and state registrations as required.
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.

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

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 stakeholders and vendor partners for any process or service failures identified within moderately complex complaints that could encompass member harm concerns and/or failures.
Executes 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 stakeholders applies knowledge of Function or Line of Business 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 escalate process gaps through proper internal channels for resolution.
Communicates effectively in multiple platforms with complainants, executives, legal, other internal and external stakeholders, and handles all interactions with professionalism and care.
Maintains knowledge of applicable Association, Function, and/or Line of Business policies, procedures, and regulatory guidelines.
Effectively manages and prioritizes workload to consistently meet individual service level objectives.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.