Member Relations Advisor I

We need to output HTML fragment with sections: headings

for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to include only sections that have real specific content. The posting includes: "Why USAA?" (mission statement) maybe as About the role? Could be "About the role" or "Why USAA?" but we must use headings from list: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to map content accordingly. We have: - About the role: maybe the mission statement and description of role? The "Why USAA?" and "The Opportunity" paragraphs could be about the role. We'll put that under

About the role

. - Responsibilities: The "What You'll Do" bullet list (actually paragraphs). We'll extract each sentence as list items. - Requirements: The "What You Have" bullet list (education, experience). We'll list. - Qualifications: maybe overlapping with Requirements? Could treat "What Sets You Apart" as Qualifications or Skills? Actually "What Sets You Apart" includes specific qualifications: 2 years USAA products, PEGA, military experience. Could be Qualifications. - Skills: maybe "Strong oral and written communication experience", "Proficient knowledge of relevant industry products", "Experience multi-tasking", "Knowledge of Microsoft Office tools". Could be Skills. - Benefits: The Benefits paragraph. - Pay: The compensation range paragraph. - Schedule: The "Important Schedule Information" and also "We offer a flexible work environment that requires an individual to be in the office 4 days per week." Also location info maybe not schedule but we can include schedule. We must not include boilerplate like EEO, visa sponsorship, application instructions, etc. Also remove duplicated lines. We must preserve all substantive information; do not invent or summarize away detail. Must not create sections with filler like "commensurate with experience". We have actual content. We need to output only HTML fragment, no /, no markdown fences. We'll produce something like:

About the role

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families. Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful. We are 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. The Opportunity As a dedicated Member Relations Advisor I, you will complete timely and accurate documentation of consumer and regulatory complaints and inquiries, including those addressed to Executive Management Group, Chairman and Board of Directors, received through monitored channels, into the USAA Complaint Registry. Use critical thinking to understand each complaint and/or inquiry and respond appropriately. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, or Tampa, FL. Relocation assistance is not available for this position.

But note: we should not repeat job title as heading; we already have About the role. Now Responsibilities: list items from "What You'll Do". We'll break each sentence into

. Let's extract sentences: - Acquires and applies advanced industry knowledge of the products, services, and processes as related to complaint handling. - Serves as a resource to less tenured team members by providing guidance and/or feedback on appropriate handling of work product. - Proficient at identifying members' needs, intaking complaints, alerting leadership to potential concerns, accurately gathering information and documentation of regulatory and non-regulatory complaints and inquiries in the USAA complaint registry and resolving USAA issues per procedures. - Takes escalated calls on behalf of the EMG, Chairman, Board of Directors and regulatory agencies. - Participates and/or leads during planned and unplanned surge events by distributing or handling assigned work, the development and implementation of team projects, initiatives, presentations and/or events. - Accurately prepares and proofs written correspondence in response to complainants and/or regulatory agencies. - Applies proficient knowledge of case management systems and workload management. - Handles Cross-Function or Line of Business complaint process and upholds Company and Function (CoF) complaint resolutions. - Provides support for the Annual Members' Meeting. - Monitors complex intake channels including facilitating the intake of Regulatory complaints and inquiries, manually and through Robotic Process Automation; while identifying process gaps and escalating solutions to address and remedy the gap. - Completes assigned control work. - Addresses all QA feedback and remediation requests timely. - Provides timely and accurate member profiles. - Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures. We'll put each as

. Requirements: from "What You Have": - Bachelor's degree; OR 4 years of relevant education and/or experience. - 4 years Customer Service experience in financial services, fraud, or insurance industry. - 2 years of conflict resolution, de-escalation or complaint handling experience that are highly complex and may have regulatory implications. - 4 years demonstrated experience in writing/editing communications. - Strong oral and written communication experience. - Proficient knowledge of relevant industry products and services to effectively address member complaints. - Experience multi-tasking and prioritizing in a highly complex environment while maintaining attention to detail. - Knowledge of Microsoft Office tools to include Outlook, Word, Excel and PowerPoint. We'll list each as

. Qualifications: from "What Sets You Apart": - 2 years of knowledge of USAA products and services. - Experience with PEGA. - US military experience gained through military service or gained as a military spouse / domestic partner. We'll list as

. Skills: maybe combine some of the above that are skill-like: Strong oral and written communication experience, Proficient knowledge of relevant industry products and services, Experience multi-tasking and prioritizing, Knowledge of Microsoft Office tools. But we already listed some in Requirements. To avoid duplication, we could treat Skills as separate: maybe include "Strong oral and written communication experience", "Proficient knowledge of relevant industry products and services", "Experience multi-tasking and prioritizing in a highly complex environment while maintaining attention to detail", "Knowledge of Microsoft Office tools". However those appear also in Requirements. The instruction: preserve ALL substantive information; do not invent or summarize away detail. If we duplicate content across sections, that's okay as long as we don't lose info. But better to avoid duplication? Not required. We could keep Requirements as education/experience, and Skills as abilities. Let's extract skill-like items from "What You Have" that are not strictly years of experience: Strong oral and written communication experience, Proficient knowledge of relevant industry products and services, Experience multi-tasking and prioritizing in a highly complex environment while maintaining attention to detail, Knowledge of Microsoft Office tools to include Outlook, Word, Excel and PowerPoint. We'll list those. Benefits: paragraph. Pay: compensation range paragraph plus maybe note about actual salary may vary by location, pay incentives. We'll include all. Schedule: Important Schedule Information plus flexible work environment 4 days per week. Also hours of operation. We'll include. We must not include boilerplate like visa sponsorship, EEO, etc. Now produce HTML. Let's craft. Be careful to not include any extra text outside HTML. We'll output:

About the role

...

Responsibilities

• ...
...

Requirements

...

Qualifications

...

Skills

...

Benefits

...

Pay

...

Schedule

...

Now fill content. About the role paragraph: combine the mission statement, The Opportunity, flexible work environment, locations, relocation assistance. Let's write: At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families. Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful. We are 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. The Opportunity As a dedicated Member Relations Advisor I, you will complete timely and accurate documentation of consumer and regulatory complaints and inquiries, including those addressed to Executive Management Group, Chairman and Board of Directors, received through monitored channels, into the USAA Complaint Registry. Use critical thinking to understand each complaint and/or inquiry and respond appropriately. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, or Tampa, FL. Relocation assistance is not available for this position. That seems fine. Now Responsibilities list items as above. Now Requirements list items. Now Qualifications list items. Now Skills list items: Strong oral and written communication experience; Proficient knowledge of relevant industry products and services to effectively address member complaints; Experience multi-tasking and prioritizing in a highly complex environment while maintaining attention to detail; Knowledge of Microsoft Office tools to include Outlook, Word, Excel and PowerPoint. Now Benefits paragraph: 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. We should keep the sentence about visiting benefits page? It's not boilerplate? It's a reference; it's okay. Now Pay paragraph: Compensation range: The salary range for this position is: $57,970 - $103,870. 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.). Compensation: 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. The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job. But we must remove visa sponsorship and immigration support lines because they are boilerplate? The instruction: Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. Visa sponsorship and immigration support might be considered legal/boilerplate? It's about visa sponsorship; likely considered boilerplate to remove. Also the sentence "Please do not apply for this role if at any time (now or in the future) you will need immigration support" is application instruction? It's a restriction; maybe considered boilerplate. Safer to remove those lines. Also