Member Debt Representative II

As a dedicated Member Debt Representative II, you will, within defined guidelines and framework, be responsible for understanding members' needs and delivering personalized solutions and education that will improve their overall financial security. In addition, this role protects the financial interests of USAA by communicating with members, non-members and/or external third parties to collect and resolve delinquent accounts. Accounts are handled and worked in accordance with operational standards.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position is based in San Antonio, TX or Phoenix, AZ. Relocation assistance is not available for this position.

USAA is proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

Department Hours

Monday–Thursday 7:00am – 9:00pm CST
Friday–Saturday 7:00am – 5:30pm

What You'll Do

• Use established procedures to carry out and resolve non-complex delinquency assignments and conduct member research as necessary.
• Make outbound phone calls to delinquent members across all USAA product lines through automated and manual outbound dialing in an attempt to collect payment and/or arrange for payments, utilizing effective telephone collection techniques and principles while meeting call service levels.
• Under close supervision, perform individual member needs assessment to quickly determine the member's reason for delinquency and provide customized solutions and advice to improve their financial security.
• With close supervision, negotiate mutually satisfactory payment arrangements within defined guidelines.
• Follow all applicable local, state, and national laws and regulations surrounding the collection industry and within USAA standards.
• Under close supervision, complete required account verification and account maintenance. Document all pertinent customer contact information and update collection attempts/call results into the appropriate database.
• Collaborate with team members to resolve issues and identify appropriate issues for escalation.
• Ensure 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.
• 1 year of combined customer contact, sales, or collections experience in the financial services industry.
• Strong verbal and written communication skills.
• 6+ months working at USAA in Member Debt as an Onshore: Financial Operations Junior.

What Sets You Apart

• Proven record of strong attendance, quality, and performance metrics.
• US military experience through military service or a military spouse/domestic partner.

Compensation

The salary range for this position is: $43,680.00 – $63,770.00. 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. Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

Employees who live within 60 miles of a USAA office will be required to work on-site four days a week, regardless of their current work status.

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, 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.