Member Relations Advisor I

USAA
San Antonio, Plano, Phoenix, Charlotte
Workplace: HybridFull timeUSD 57,970 - 103,870Function: Customer Support (Service Desk)Education: bachelorsSkills: ["Communication","Conflict resolution","De-escalation","Attention to detail","Multitasking"]

Handle consumer and regulatory complaint intake and documentation in the USAA Complaint Registry, ensuring timely, accurate responses and appropriate escalation to Executive Management Group, the Chairman, the Board of Directors, and regulatory agencies. Use advanced product and complaint-handling knowledge to resolve issues, manage case workflows in case management systems, support QA remediation, and participate in surge events and the Annual Members’ Meeting.

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FursaFursa
USAA
USAA
1 day ago

Member Relations Advisor I

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Last checked: 4 hours agoStatus: Live

Job Summary

Handle consumer and regulatory complaint intake and documentation in the USAA Complaint Registry, ensuring timely, accurate responses and appropriate escalation to Executive Management Group, the Chairman, the Board of Directors, and regulatory agencies. Use advanced product and complaint-handling knowledge to resolve issues, manage case workflows in case management systems, support QA remediation, and participate in surge events and the Annual Members’ Meeting.
Location: San Antonio, Plano, Phoenix, Charlotte
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Complete timely, accurate documentation of consumer and regulatory complaints and inquiries in the USAA Complaint Registry.
  • •Apply advanced knowledge of products, services, and processes to handle complaints and resolve issues per procedures.
  • •Take escalated calls on behalf of EMG, the Chairman, the Board of Directors, and regulatory agencies.
  • •Monitor complex intake channels, including regulatory intake via manual and Robotic Process Automation; identify process gaps and escalate solutions.
  • •Prepare and proof written correspondence, handle cross-functional complaint processes, support QA remediation, and maintain member profiles.

Pay and Benefits

Salary: USD 57,970 - 103,870
Perks:Health InsuranceDentalVision401kPensionLife InsuranceParental LeaveAdoption AssistancePaid LeavePaid HolidaysVolunteer HoursWellness Stipend

Key Requirements

  • •Bachelor's degree; or 4 years of relevant education and/or experience.
  • •4 years of customer service experience in financial services, fraud, or the insurance industry.
  • •2 years of conflict resolution, de-escalation, or complaint handling experience with regulatory implications.
  • •4 years of demonstrated experience in writing/editing communications.
  • •Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint) and strong oral and written communication skills.
Experience:Financial servicesFraudInsuranceComplaint handlingRegulatory
Education:Bachelor's
Skills:CommunicationConflict resolutionDe-escalationAttention to detailMultitasking
Tech Stack:Microsoft OfficeOutlookWordExcelPowerPointPEGARobotic Process AutomationCase management systems

Eligibility

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