Advocacy Advisor Senior

USAA•San Antonio, TX

5d•Hybrid

About The Position

USAA's mission is to empower its members to achieve financial security through highly competitive products, exceptional service, and trusted advice. The Advocacy Advisor Senior role provides 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. This role considers the unique situation and provides an appropriate resolution that balances the needs of the company and the individual. USAA offers a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in San Antonio, TX, Phoenix, AZ, Tampa, FL, or Colorado Springs, CO. Relocation assistance is not available for this position.

Requirements

Bachelor's degree; OR 4 years of relevant education and/or experience.
5 years of relevant customer service experience in a financial services, fraud, or insurance industry.
5 years of demonstrated experience in researching and resolving complainant issues and member escalations in financial services.

Nice To Haves

Active CoSA specific licenses and state registrations as required.
Demonstrated experience in business communications to include developing and/or delivering presentations to all levels of management.
Strong experience in researching and resolving member account issues and handling escalations as appropriate.
Experience prioritizing, influencing, and playing a lead role in a highly complex environment.
US military experience gained through military service or gained as a military spouse / domestic partner

Responsibilities

Serves as primary resource to handle and resolve the most complex and unique regulatory complaints and consumer complaints.
Examines the work performed by stakeholders and other Advocacy Advisors for any regulatory errors, or process or service failures pertaining to a complaint.
Leads collaboration among stakeholders (e.g., Business SMEs, Legal, Compliance, etc.) to apply expert knowledge of Function or Line of Business products, services, and processes to serve as a subject matter resource and advocate in the resolution of complaints and issues; provides guidance to team members on highly complex complaints.
Serves as a point of contact, and at times, leadership role for the team.
Researches and responds to escalated complaints and inquiries.
Develops summaries to refer findings to Function or Line of Business leadership and effectively influence positive outcomes.
Conducts research, delivers expedited resolution verbally or written to complainants which may include high profile complainants and shares escalated feedback through appropriate channels.
Identifies compliance gaps and sends potential issues to business partners to initiate the issue management process.
Captures business process and experience level opportunities to mitigate risks and improve member experience and escalates through proper internal channels for resolution.
Communicates proactively and effectively in multiple platforms with complainants, executives, regulators, legal, other internal and external customers and handles all interactions with professionalism and care.
Maintains expert knowledge of current Function or Line of Business policies, procedures, regulatory guidelines, and enterprise complaint standards.
Concisely documents factual summary of the complaint research and resolution.
Coaches team to effectively manage and prioritize workload to consistently meet deliverables 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.