Member Relations Advisor I

About the role

USAA's mission is to empower members to achieve financial security through highly competitive products, exceptional service, and trusted advice. The company seeks to be the #1 choice for the military community and their families, guided by core values of honesty, integrity, loyalty, and service. USAA supports active‑duty military spouses and may offer remote or hybrid flexibility consistent with policy and business needs. This Member Relations Advisor I role requires being in the office 4 days per week and can be based in San Antonio, TX; Plano, TX; Phoenix, AZ; Colorado Springs, CO; Charlotte, NC; or Tampa, FL.

Responsibilities

• 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.

Requirements

• 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.

Skills

• 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.

Pay

The salary range for this position is $57,970 - $103,870. USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid