Customer Service Advisor

As a dedicated Advocacy Advisor-Intermediate, 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. Considers 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, Phoenix, AZ, Colorado Springsor Tampa, FL. Relocation assistance is not available for this position.

Work Schedule: Monday-Friday 8:30 am-6 pm (Time zone based on your location)

What you'll do:

• 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 team members and vendor partners for any process or service failures identified within moderately sophisticated complaints that could encompass member harm concerns and/or failures.

• Completes 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 partners applies knowledge of Bank 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 call out process gaps through proper internal channels for resolution.

• Communicates effectively in multiple platforms with complainants, executives, legal, other internal and external customers, and handles all interactions with professionalism and care.

• Maintains knowledge of applicable Enterprise and Bank policies, procedures, and regulatory guidelines.

• Optimally handles and prioritizes workload to consistently meet individual service level objectives

• Ensures risks associated with business activities are optimally identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures.

What you have:

• Bachelor’s degree: OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.

• 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 customer concerns in financial services.

• Active CoSA specific licenses and state registrations as the need arises.

• 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

What sets you apart:

• Experience in complaint handling background with a large Bank.

• USAA banking experience (within the last 2-3 years).

• Experience with regulatory and consumer high risk complaint handling through verbal and written channels.

• Risk and Root cause analysis background (efficient and effective research capabilities-de-escalation background beyond live phone calls, i.e. outbound campaigns, remediation efforts, etc.).

• Technical writing skills and/or professional writing background with exposure, i.e. media, news.

• De-escalation skillset and ability in resolving complaints timely

Salary: The salary range for this position is: $51,370 - $92,060