Senior Regulatory Advocate

1 week ago


Phoenix, Arizona, United States USAA Full time
Why USAA?

We're dedicated to facilitating the financial security of millions of U.S. military members and their families.

Our mission is guided by our core values of honesty, integrity, loyalty, and service. We work together to build a great experience and make a real impact for our members.

The Opportunity

As a Senior Regulatory Advocate, you'll provide timely, accurate, and compliant responses for complex complaints and issues. You'll consider unique situations and provide resolutions that balance company needs with individual requirements.

This role requires 4 days of in-office work per week. You can be based in San Antonio, TX, Phoenix, AZ, Colorado Springs, CO, or Tampa, FL. Relocation assistance isn't available.

Key Responsibilities:
  1. Serve as the primary resource for handling and resolving complex regulatory complaints and consumer issues.
  2. Examine team member work and other Advocacy Advisors' efforts for regulatory errors or process/service failures related to complaints.
  3. Lead collaboration among team members (Business SMEs, Legal, Compliance) to apply experienced knowledge of Bank products and services to resolve complaints and issues.
  4. Serve as a point of contact and leadership role for the team. Research and respond to intensified complaints and inquiries.
Requirements:
  • Bachelor's degree or 4 years of relevant experience in addition to the minimum required years of experience.
  • 6 years of customer service experience in financial services, fraud, or insurance industries.
  • 6 years of demonstrated experience researching and resolving complainant issues and member escalations in financial services.
  • Active Bank-specific licenses and state registrations as required.
  • Demonstrated experience in business communications, including developing and delivering presentations to management levels.
What Sets You Apart:
  • US military experience through service or a military spouse/domestic partner.
  • Experience in complaint handling with a large Bank.
  • USAA banking experience within the last 2-3 years.
  • Regulatory and consumer high-risk complaint handling experience through verbal and written channels.
  • Risk and root cause analysis background with efficient research capabilities.
Compensation:

The estimated salary range for this position is $69,920 - $133,620, based on market data and your experience. Employees may be eligible for pay incentives based on corporate and individual performance.

Benefits:

At USAA, we offer best-in-class benefits to support your physical, financial, and emotional wellness. These include comprehensive medical, dental, and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program, and various wellness programs.



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