Complaint Resolution Lead

3 weeks ago


San Antonio, Texas, United States USAA Full time
About the Role

This is an exciting opportunity to join a dynamic team of professionals who share a passion for helping others. As a Regulatory Affairs Specialist Senior, you will play a critical role in helping USAA achieve its mission of facilitating the financial security of millions of U.S. military members and their families.

The Key Responsibilities

As a Regulatory Affairs Specialist Senior, your key responsibilities will include:

  • Providing timely, accurate, and compliant responses to complex complaints identified and addressed to USAA's Executive Management Group, Chairman, and Board of Directors, general consumers, and/or regulatory agencies.
  • Examining the work performed by team members and other Advocacy Advisors for any regulatory errors or process/service failures pertaining to a complaint.
  • Leading collaboration among team members to apply experienced knowledge of Bank products, services, and processes to serve as a subject matter resource and advocate in the resolution of complaints and issues.
  • Developing summaries to refer findings to Bank leadership and effectively influencing positive outcomes.

We are looking for someone with a strong track record of success in a similar role, preferably with experience in the financial services industry. A Bachelor's degree and active Bank-specific licenses and state registrations are also required.



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