Customer Service Advocate Lead

1 day ago


Phoenix, Arizona, United States USAA Full time

Why choose USAA for your career?

We're a financial services leader dedicated to serving the military community and their families. At USAA, we prioritize honesty, integrity, loyalty, and service in everything we do.

The Opportunity

As a Customer Service Advocate Lead, you will play a key role in resolving complex complaints and providing exceptional customer experiences. You'll serve as a primary resource for regulatory complaints and consumer issues, working closely with team members and business partners to deliver timely and accurate resolutions.

Your Key Responsibilities:

  • Serve as a subject matter expert on Bank products, services, and processes to resolve moderately sophisticated complaints.
  • Collaborate with team members, including Business SMEs, Legal, and Compliance, to apply proficient knowledge and advocate for customers.
  • Conduct research and deliver written or verbal resolutions to complainants, leadership, and regulators.
  • IDentify compliance gaps and send potential issues to business partners for resolution.
  • Develop summaries to refer findings to business leadership and influence positive outcomes.
  • Maintain proficient knowledge of applicable Enterprise and Bank policies, procedures, and regulatory guidelines.

What We Offer

We offer a competitive salary range of $57,970 - $103,870, based on experience and location. Additionally, our comprehensive benefits package includes medical, dental, and vision plans, 401(k), pension, life insurance, paid time off, and volunteer hours. We also provide career path planning and continuing education to support your professional growth.

USAA is an equal opportunity employer and welcomes applications from diverse candidates without regard to race, color, religion, sex, sexual orientation, gender identity, or any other protected characteristic.



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