Why USAA?
At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.
Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.
The Opportunity
As a dedicated Advocacy Advisor-Intermediate , you will within defined guidelines and framework, provide timely , accurate and compliant responses for complaints identified and addressed to USAA’s Executive Management Group, Chairman and Board of Directors, general consumers, and/or regulatory agencies. Considers the unique situation and provides 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, Phoenix, AZ, Colorado Springs or Tampa, FL. Relocation assistance is not available for this position.
Work Schedule: Monday-Friday 8:30 am-6 pm (Time zone based on your location)

Acquires and applies industry knowledge of products, services, and processes to serve as the primary point of contact in the resolution of complainant concerns, submitted to Advocacy for escalated handling.
In accordance with business guidance and leadership oversight, examines the work performed by team members and vendor partners for any process or service failures identified within moderately sophisticated complaints that could encompass member harm concerns and/or failures.
Completes the end-to-end lifecycle to resolve logged consumer complaints and delivers outcomes verbally or written to complainants, leadership, and, on occasion, to regulators defined by Bank Advocacy procedures, to include detailed documentation requirements.
In collaboration with partners applies knowledge of Bank products, services, and processes to serve as a resource and advocate in the resolution of complaints of a routine nature.
Identifies business process opportunities and develops summaries to mitigate risks and call out process gaps through proper internal channels for resolution.
Communicates effectively in multiple platforms with complainants, executives, legal, other internal and external customers, and handles all interactions with professionalism and care.
Maintains knowledge of applicable Enterprise and Bank policies, procedures, and regulatory guidelines.
Optimally handles and prioritizes workload to consistently meet individual service level objectives .
Ensures risks associated with business activities are optimally identified , measured, supervised, and controlled in accordance with risk and compliance policies and procedures.