United Services Automobile Associa

Advocacy Advisor I (Mid-level)

San Antonio Home Office II/III, USA · Mid

No sponsorship$60k-$101kDetected 25 days ago

Customer SupportResearchLeadershipCommunicationCollaboration

About the role

Consider the unique situation and provide an appropriate resolution that balances the need of the company and the individual.
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, Tampa, FL, Colorado Springs, CO or Phoenix, AZ.

Examines the work performed by stakeholders and vendor partners for any regulatory errors, or process or service failures pertaining to a complaint.
Delivers outcomes verbally or written to regulators, complainants, and leadership.
Conducts research, delivers resolutions verbally or written to complainants, leadership, and/or regulators.
Identifies compliance gaps and sends potential issues to business partners to initiate the issue management process.
Develops summaries to refer findings to business leadership and effectively influence positive outcomes.
Maintains proficient knowledge of applicable Association, Function, and/or Line of Business policies, procedures, regulatory guidelines, and enterprise complaint standards.
Concisely documents factual summary of the complaint research and resolution.
Effectively manages and prioritizes workload to consistently meet individual service level objectives and assist the team.
Demonstrated experience in difficult verbal communications and developing clear, concise written summaries through open discussion and proactive business partner engagement.
U.S. military experience through military service or a military spouse/domestic partner.

Bachelor's Degree
2 years of relevant customer service experience in a financial services, fraud or insurance industry.
2 years of demonstrated experience in researching and resolving complainant issues and member escalations in financial services.
Experience multi-tasking and prioritizing in a highly complex environment while maintaining attention to detail.
2+ years of experience handling banking escalations to resolution on a member resolution team.
2+ years of experience handling bank regulatory complaints.
Experience working on a bank resolutions team.
Experience working as a titled Bank Business Process Owner/Consultant.

The salary range for this position is: $59,760 - $100,850.
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.).
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.

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.
Bachelor's Degree; OR 4 years of relevant education and/or experience.

Communicates effectively in multiple platforms with complainants, executives, regulators, legal, other internal and external customers and handles all interactions with professionalism and care.

Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
USAA is an Equal Opportunity Employer.

This listing is sourced directly from United Services Automobile Associa's careers page and normalized into a canonical job model.