Director, Bank Advocacy

USAA

. Lead day-to-day consumer and regulatory complaint resolution activities for banking products, including checking and savings accounts, credit cards, and consumer lending products .

Posted 9/17/2026full-timeColorado • United StatesLead💰 $103,450 - $197,730 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in complaint management, regulatory compliance, and operational excellence within the banking sector. Proven ability to lead high-performing teams, implement process improvements, and drive member advocacy initiatives.

Highest-signal resume keywords

Complaint ManagementRegulatory ComplianceProcess ImprovementTeam LeadershipRisk Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Banking OperationsRoot Cause AnalysisData AnalysisComplaint ResolutionOperational ControlsService-Level Performance MetricsDigital Solutions ImplementationMember AdvocacyTrend IdentificationComplex Complaint Investigations

Soft Skills

Decision-MakingExceptional Communication SkillsStakeholder InfluencePresentation SkillsTeam Development

Industry Keywords

Consumer LendingBanking ProductsMember ExperienceOperational RisksHigh-Volume Contact CenterBank Product LifecycleOrganizational Change InitiativesWorkforce ExpansionCompliance PoliciesMember Communication Policies

About the role

Key responsibilities & impact

Lead day-to-day consumer and regulatory complaint resolution activities for banking products, including checking and savings accounts, credit cards, and consumer lending products
Oversee managers responsible for complaint investigations and resolution teams
Ensure adherence to regulatory requirements, operational excellence, and member advocacy standards
Partner with executive leadership to drive performance, identify root causes, implement process improvements, and mitigate compliance and operational risks
Oversee Bank Member Advocacy complaint handling across multiple channels in a high-volume contact center environment
Use understanding of the product lifecycle to identify potential risks and support effective risk management
Identify and implement digital solutions to streamline processes and enhance efficiency
Monitor manager and team performance, compliance, case management, root cause analysis, process improvement, and quality control
Handle escalated Bank member complaints and inquiries directed to executive management
Prepare and present updates on status, resolution efforts, and complaint completion to executive management
Collaborate with Bank leaders on banking member communication policies and processes across the product lifecycle
Foster a supportive and inclusive team environment
Build and oversee teams through recruiting, development, retention, coaching, performance management, and other managerial activities
Identify, measure, monitor, and control risks in accordance with risk and compliance policies and procedures

Requirements

What you’ll need

Bachelor's degree; OR 4 years of relevant education and/or experience
Minimum 8 years’ progressive banking experience
Minimum 8 years’ experience handling member escalations/complaints
Minimum 4 years’ direct team lead, supervisory or management experience
Strong decision-making skills
Demonstrated process management and improvement through understanding of bank product lifecycle
Ability to comprehend, interpret, and provide guidance regarding bank regulatory and compliance requirements
Recent retail banking experience and strong understanding of banking operations, products, services, regulatory requirements, and member experience
Experience in complaint management, member advocacy, customer resolution, regulatory response, or related operational functions
Experience conducting complex complaint investigations, root cause analysis, trend identification, and timely resolutions
Leadership experience managing and developing high-performing teams
Ability to analyze complaint data, identify systemic issues and emerging trends, and implement process improvements
Experience leading large-scale operational transformations, organizational change initiatives, workforce expansion efforts, or operating model evolutions in a highly regulated environment
Strong knowledge of complaint management practices, regulatory requirements, risk management principles, operational controls, and service-level performance metrics
Exceptional written and verbal communication skills, executive presence, stakeholder influence, presentation skills, and ability to translate complex issues into actionable business insights
Must not require immigration support or visa sponsorship

Benefits

Comp & perks

Remote or hybrid flexibility for active-duty military spouses, consistent with policy and business needs
Comprehensive medical, dental, and vision plans
401(k)
Pension
Life insurance
Parental benefits
Adoption assistance
Paid time off program
Paid holidays
16 paid volunteer hours
Wellness programs
Career path planning
Continuing education
Pay incentives may be available based on overall corporate and individual performance, at the discretion of the USAA Board of Directors