Member Advocacy Advisor I - Life

USAA•San Antonio, TX

5d•Hybrid

About The Position

Investigate and resolve moderately complex to complex Life and Investment member complaints, including those submitted through regulatory agencies. Conduct thorough research and collaborate with internal and external partners to determine appropriate resolutions. Identify process breakdowns, service issues, or regulatory concerns that may have contributed to member complaints. Partner with Legal, Compliance, Operations, and other stakeholders to ensure accurate and compliant outcomes. Prepare clear and concise written communications detailing findings, root cause analysis, and resolutions. Communicate resolutions to members and regulatory agencies with professionalism, empathy, and confidence. Serve as a subject matter expert and resource for follow-up questions and escalations. Manage a dynamic workload while consistently meeting regulatory deadlines and service-level expectations. Identify trends, compliance gaps, and process improvement opportunities and escalate recommendations when appropriate. Support a strong risk and compliance culture by adhering to company policies and regulatory requirements.

Requirements

Bachelor's degree OR 4 years of relevant education and/or professional experience.
4+ years of experience in the life insurance and/or investment industry.
2+ years of experience handling escalations, complaints, or conflict resolution.
Ability to communicate effectively with members, executives, regulators, and internal stakeholders.
Experience working in a Windows-based environment and managing multiple priorities simultaneously.
Strong attention to detail, analytical thinking, and organizational skills.
FINRA Series 7 or Group 1 Life & Health License required (or ability to obtain within 90 days of hire).

Nice To Haves

Knowledge of life insurance and investment products.
Familiarity with applicable regulatory requirements, complaint management standards, and industry best practices.
Experience researching complex issues and developing fact-based resolutions.
Demonstrated ability to handle sensitive conversations with professionalism, empathy, and sound judgment.

Responsibilities

Investigate and resolve moderately complex to complex Life and Investment member complaints, including those submitted through regulatory agencies.
Conduct thorough research and collaborate with internal and external partners to determine appropriate resolutions.
Identify process breakdowns, service issues, or regulatory concerns that may have contributed to member complaints.
Partner with Legal, Compliance, Operations, and other stakeholders to ensure accurate and compliant outcomes.
Prepare clear and concise written communications detailing findings, root cause analysis, and resolutions.
Communicate resolutions to members and regulatory agencies with professionalism, empathy, and confidence.
Serve as a subject matter expert and resource for follow-up questions and escalations.
Manage a dynamic workload while consistently meeting regulatory deadlines and service-level expectations.
Identify trends, compliance gaps, and process improvement opportunities and escalate recommendations when appropriate.
Support a strong risk and compliance culture by adhering to company policies and regulatory requirements.