Director, Member Relations

USAA
San Antonio
Workplace: OnsiteFull timeUSD 103,450 - 197,730Function: Executive & General ManagementEducation: bachelorsSkills: ["Leadership","Team management","Conflict resolution","De-escalation","Communication"]

Lead strategic leadership and operational oversight for complex member communications, including consumer and regulatory complaints, executive/board-level correspondence, and escalated member matters. Build and manage high-performing teams, set planning and process execution to meet departmental metrics, and coordinate cross-functionally with legal, compliance, risk, audit, and operations. Oversee vendor performance, drive operational changes to the complaint ecosystem, and ensure activities align with risk and compliance frameworks.

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FursaFursa
USAA
USAA
3 days ago

Director, Member Relations

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Lead strategic leadership and operational oversight for complex member communications, including consumer and regulatory complaints, executive/board-level correspondence, and escalated member matters. Build and manage high-performing teams, set planning and process execution to meet departmental metrics, and coordinate cross-functionally with legal, compliance, risk, audit, and operations. Oversee vendor performance, drive operational changes to the complaint ecosystem, and ensure activities align with risk and compliance frameworks.
Location: San Antonio
Workplace: Onsite
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Oversee and guide complex complaint handling, including intake of consumer and regulatory complaints/inquiries and workload controls to meet metrics.
  • •Build and lead a team through recruiting, development, retention, training, coaching, performance management, and managerial activities.
  • •Design and track strategic and operational planning and process implementation to keep Member Relations Advisors aligned with goals and metrics.
  • •Stay current on industry issues and lead complaint activities while maintaining compliance with policies, procedures, and regulations.
  • •Coordinate with executive management and cross-functional partners (legal, compliance, risk, audit, and lines of business) to ensure timely, accurate, and compliant complaint handling and written responses.

Pay and Benefits

Salary: USD 103,450 - 197,730
Schedule:4-Day Week
Perks:Health InsuranceDentalVision401kPensionLife InsurancePaid LeaveParental BenefitsAdoption Assistance

Key Requirements

  • •Bachelor's degree; OR 4 years of relevant education and/or experience.
  • •8 years of experience in a financial services operational environment, managing communications and/or member issues and complaints.
  • •3 years of direct team lead, management, or leadership experience.
  • •Experience delivering business communications, including creating and delivering presentations to all levels of management.
  • •Subject matter expertise in conflict resolution and/or de-escalation with potentially regulatory implications.
Experience:Financial services
Education:Bachelor's
Skills:LeadershipTeam managementConflict resolutionDe-escalationCommunication
Tech Stack:Robotic Process Automation (RPA)

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