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.
We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.
The Opportunity
Are you passionate about helping people, solving complex problems, and delivering exceptional service?
As a Member Advocacy Advisor I – Life, you'll play a critical role in protecting the member experience by investigating and resolving life insurance and investment-related complaints. You'll work with cross-functional teams, regulatory agencies, and senior stakeholders to provide fair, accurate, and compliant resolutions while identifying opportunities to improve processes and service.
This role is ideal for someone who enjoys research, critical thinking, conflict resolution, and being a trusted advocate for members.
Provides timely, accurate and compliant responses for Life/Investment complaints from members identified through any channel, to include complaints addressed to USAA's Executive Management Group, Chairman and Board of Directors, members, 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 3 days per week.
This position can be based in one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, or Tampa, FL. Relocation assistance is not available for this position.
What you'll do:
Resolves all Life and/or Investment member complaints of a moderate to complex nature, including complaints received from regulatory agencies on behalf of the member.
Researches assigned complaints, collaborates with internal/external stakeholders, documents findings, and draws conclusions.
Collaborates with other areas within Life Co., to include suppliers, to research and identify any regulatory errors or process/service failure that led to the complaint. Engages internal stakeholders (e.g., Legal and Compliance) as needed to resolve complaints and ensure appropriate documentation.
Concisely documents complaint data, root cause, and factual summary of the complaint research and resolution. Based on findings, may provide coaching to frontline representatives as appropriate.
Delivers accurate resolution, verbally or in writing, to members and/or regulatory agencies. Serves as a subject matter expert for follow-up questions from members.
Effectively manages and prioritizes workload to consistently meet service level objectives and regulatory deadlines.
Assists the team with identifying compliance gaps and process improvements. Documents and escalates through proper internal channels for potential call to action.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
What you have:
4 years of investment and/or life Insurance industry experience.
2 years of experience handling escalations and/or conflict resolution, to include delivering resolution via multiple platforms to complainants, executives, regulators, and other internal/external stakeholders.
FINRA series 7 or Group 1 L/H License required (can obtain within 90 days of start date).
Proficient knowledge of investment and/or life insurance industry products.
Proficient knowledge of applicable Enterprise and Life/Investment policies, procedures, regulatory guidelines, and enterprise complaint standards.
Experience multi-tasking within a Windows operating system environment.
Experience prioritizing in a highly complex environment while maintaining attention to detail.
Effective communication skills and demonstrated ability to handle interactions with professionalism, care, and candor.
What sets you apart:
Knowledge of life insurance and investment products.
Familiarity with applicable regulatory requirements, complaint management standards, and industry best practices.
Experience researching complex issues and developing fact-based resolutions.
Demonstrated ability to handle sensitive conversations with professionalism, empathy, and sound judgment.
Compensation range: The salary range for this position is: $ 57,970 - $ 103,870
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.).
Compensation: 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.
The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.
Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. 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.
Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.
USAA is an 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.
