Mid-Level Bank Advocacy Specialist

7 days ago

Colorado Springs, United States USAA Full time
Why USAA? Let’s do something that really matters.

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation’s military, but we all share in the mission to give back to those who did. We’re working as one to build a great experience and make a real impact for our members.

We believe in our core values of honesty, integrity, loyalty and service. They’re what guides everything we do – from how we treat our members to how we treat each other. Come be a part of what makes us so special

The Opportunity

As a dedicated, Mid-Level Bank Advocacy Specialist, you will within defined guidelines and framework, provide an exceptional member experience by addressing member concerns and complaints received through a variety of communication channels. You will provide banking support to our members, written and verbal, within a highly regulated bank environment for products including, checking/savings, credit cards, and auto/personal loans with digital mindset and knowledge of product lifecycles. Analyze complaint related data and provides solutions that balance our business risks and our focus on maintaining the highest level of member satisfaction and exhibit subject matter expert knowledge in Banking regulations and in handling complex member complaints through efficient research and effective resolution and ensure written communications are crafted to exceed fundamentals of technical writing to balance complaint messaging with a member centric focus, which may be delivered via consumer and/or regulatory channels. 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, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, Chesapeake, VA or Tampa, FL.

Relocation assistance is

not

available for this position. What you'll do: Resolves time sensitive and moderately complex to complex, member complaints via multiple channels (to include applicable regulatory agencies), in a fast-paced, high volume contact center environment. Applies knowledge of Banking products and/or processes to include laws, rules, and regulations to investigate and identify the underlying cause of escalated and complex situations and articulate potential solutions. Identifies and manages existing and emerging risks that generate from the digital platform. Makes recommendations on process improvements. Provides exceptional member service by demonstrating empathy, active listening, and professionalism during escalated member conversations. Provides relevant solutions while following written policies and procedures. Utilizes critical thinking by assessing all options and impacts. Advises and educates members on digital tools and resources. Maintains compliance standards with policies, procedures, and regulations through case reviews, coaching, and by acting as subject matter expert. May coordinate and provide training activities to include new hire, cross-skilling as subject matter expert and escalation point. Applies strong case management skills and adheres to complaint closure 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. What you have: High School Diploma or General Equivalency Diploma required 2 years banking experience 2 years experience handling customer escalations/complaints to include researching and resolving member/customer account issues Experience navigating multiple operating systems, simultaneously, to research and resolve member account. Knowledge and understanding of USAA bank products, services, policies, and procedures. Demonstrated verbal and written communication skills for clear, concise and accurate documentation. Demonstrated ability to manage multiple tasks concurrently. Demonstrated time management skills to include effective prioritization, organization, and planning. What sets you apart: 3 years of relevant retail banking experience, or relevant customer service experience in a financial services or fraud industry. 3 years of demonstrated experience in researching and resolving bank complaint issues and member escalations. Extensive experience in Risk Management Professional experience in regulatory verbal communication US military experience through military service or a military spouse/domestic partner The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job. What we offer: Compensation:

USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location. The salary range for this position is: $

43,690.00

- $

73,720.00

. Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors. Benefits:

At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals. For more details on our outstanding benefits, please visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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