Director, Bank Advocacy

USAA
San Antonio, Charlotte, Plano
Workplace: HybridFull timeUSD 103,450 - 197,730 annuallyFunction: Executive & General ManagementExperience: 8+ yearsEducation: bachelorsSkills: ["Decision-making","Process management","Leadership","Root cause analysis","Communication"]

Lead day-to-day consumer and regulatory complaint resolution for banking products, overseeing managers and investigation teams to ensure compliant, high-quality resolutions. Partner with executive leadership to identify root causes, drive operational and process improvements, and mitigate compliance and operational risks. Manage member escalations, monitor performance and service levels, and foster a supportive, high-accountability team culture focused on member advocacy outcomes.

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FursaFursa
USAA
USAA
4 hours ago

Director, Bank Advocacy

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Last checked: 4 hours agoStatus: Live

Job Summary

Lead day-to-day consumer and regulatory complaint resolution for banking products, overseeing managers and investigation teams to ensure compliant, high-quality resolutions. Partner with executive leadership to identify root causes, drive operational and process improvements, and mitigate compliance and operational risks. Manage member escalations, monitor performance and service levels, and foster a supportive, high-accountability team culture focused on member advocacy outcomes.
Location: San Antonio, Charlotte, Plano
Workplace: Hybrid
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Oversee consumer and regulatory complaint resolution activities for banking products, including checking and savings, credit cards, and consumer lending.
  • •Lead and manage teams that handle complaints across multiple channels in a high-volume contact center environment, ensuring compliance and quality.
  • •Monitor manager performance against operational standards, service-level objectives, and thorough root-cause analysis.
  • •Handle escalated bank member complaints and inquiries directed to executive management when needed.
  • •Partner with bank leaders to implement banking member communication policies and drive process improvements that mitigate compliance and operational risks.
Travel: Low travel

Pay and Benefits

Salary: USD 103,450 - 197,730 annually
Schedule:4-Day Week
Perks:Health InsuranceDentalVision401kPensionLife InsuranceParental LeaveAdoption AssistancePaid LeavePaid Holidays

Key Requirements

  • •Bachelor's degree; or 4 years of relevant education and/or experience.
  • •Minimum 8 years’ progressive banking experience.
  • •Minimum 8 years’ experience handling member escalations/complaints.
  • •Minimum 4 years’ direct team lead, supervisory or management experience required.
  • •Demonstrated process management and improvement using knowledge of bank product lifecycle and regulatory compliance requirements.
Experience:8+ yearsBankingConsumer lendingRegulatory complianceComplaint management
Education:Bachelor's
Skills:Decision-makingProcess managementLeadershipRoot cause analysisCommunication

Eligibility

Visa:H-1BTN
Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

USAA
Provides insurance, banking, investment, and financial services to U.S. military members, veterans, and their families. Best known for auto, home, life insurance, and member-focused digital banking products.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: San Antonio, United States
Founded: 1922
WebsiteLinkedIn