Customer Service Representative

1 week ago


Phoenix, Arizona, United States USAA Full time

Why USAA?

At USAA, we strive to make a meaningful difference in the lives of our members and their families.

The Opportunity

We are seeking an experienced Customer Service Representative to join our team as a Dispute Resolution Specialist. In this role, you will play a critical part in ensuring the financial security of our members by thoroughly investigating and resolving complex and moderately complex fraud and non-fraud transactional disputes filed on credit cards, debit cards, and deposit accounts.

Your key responsibilities will include:

  • Investigating Disputes: Conduct thorough investigations into member complaints, gathering all necessary information and evidence to support your findings.
  • Resolving Disputes: Work with members to resolve disputes in a timely and professional manner, ensuring that their concerns are addressed and their issues are resolved.
  • Communicating with Members: Provide excellent customer service to members, keeping them informed throughout the dispute resolution process and providing updates on the status of their cases.
  • Maintaining Regulatory Compliance: Ensure that all disputes are handled in accordance with federal and state laws, rules, and regulations.

Salary Range

We offer a competitive salary range for this position, commensurate with experience. Our salary ranges are based on market data and take into account factors such as location, industry standards, and internal equity. You can expect a salary between $55,000 and $75,000 per year, depending on your qualifications and experience.

Benefits

As a valued employee of USAA, you will be eligible for a comprehensive benefits package, including medical, dental, and vision coverage, 401(k) matching, pension plan, life insurance, parental benefits, adoption assistance, paid time off, and 16 paid volunteer hours per year.

Requirements

To be successful in this role, you will need:

  • A minimum of one year of customer contact experience in a financial services organization, preferably in dispute resolution or conflict resolution.
  • Excellent communication and interpersonal skills, with the ability to effectively communicate with members and stakeholders at all levels.
  • Strong analytical and problem-solving skills, with the ability to think critically and make sound judgments.
  • Knowledge of laws, rules, and regulations governing financial services, including payment association rules.

About USAA

USAA is a mission-driven organization dedicated to serving the financial needs of the U.S. military community and their families. We are proud to offer a work environment that values diversity, inclusivity, and collaboration, and provides opportunities for growth and development.



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