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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates executive leadership in member advocacy and complaint management, with a strong focus on strategic business objectives, risk management, and compliance within the financial services industry. Proven ability to influence executive stakeholders and manage high-performing teams to enhance member experience and operational efficiency.
Highest-signal resume keywords
Executive LeadershipMember Advocacy ManagementRisk ManagementOperational LeadershipTeam Development
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Complaint ManagementRegulatory ComplianceProcess ImprovementPerformance ManagementCommunication StrategyFinancial Services KnowledgeData AnalysisProject ManagementStakeholder EngagementBusiness Model Changes
Soft Skills
Influencing SkillsDecision-MakingJudgmentCollaborationTactical Mindset
Tools & Technologies
Communications PlatformsMonitoring ToolsDocumentation SystemsPerformance Metrics
Industry Keywords
Financial ServicesMember ExperienceRegulatory RequirementsRisk Management GuidelinesOperational Processes
About the role
Key responsibilities & impact- Provide executive leadership for USAA's member advocacy and complaint management function
- Oversee complex member concerns, regulatory inquiries, and communications addressed to senior leadership and the Board
- Lead teams responsible for intake and/or resolution of member and consumer/regulatory agency complaints and issues
- Ensure correspondence for USAA's CEO, Executive Management, and Board of Directors is thoroughly reviewed, researched for accuracy, and delivered timely
- Drive strategic business objectives through enhancements to complaint intake, monitoring, documentation, and communication
- Collaborate with stakeholders across the Association to influence decisions and achieve strategic goals
- Liaise with Risk and Compliance and Legal teams on complaint policy, procedures, and legal/regulatory considerations
- Oversee cross-functional projects involving operational and business model changes affecting Member Relations, functions, lines of business, escalations, and servicing
- Establish and maintain performance according to affiliate agreements and SLA metrics
- Take corrective action and direct implementation of solutions to improve process performance
- Build and develop employees through recruiting, development, retention, coaching, support, performance management, and managerial activities
- Ensure business risks are identified, measured, monitored, and controlled according to risk and compliance policies and procedures
Requirements
What you’ll need- Bachelor's degree; OR 4 years of relevant education and/or experience
- 10 years of progressive experience managing member/customer related communications and/or member complaints in a financial services operating environment
- 4 years of people leadership experience in building, managing and/or developing high performing teams
- Experience managing multiple communications platforms and channels
- Demonstrated experience communicating with and influencing executive management, including the Executive Leadership Team and CEO
- Comprehensive understanding of the financial services industry, related compliance and regulatory requirements, emerging trends, and risk management guidelines
- Strong operations leadership experience with ability to manage complex processes, drive continuous improvement, and deliver measurable business outcomes
- Executive-level presence and communication skills, including experience managing sensitive, high-visibility correspondence and interactions involving CEO-level leadership and executive stakeholders
- Ability to assess, understand, and navigate complex business issues
- Tactical, results-oriented mindset with ability to translate strategy into action and execute against critical business priorities
- Commitment to member experience excellence
- Strong judgment and decision-making capabilities for escalated issues, regulatory concerns, and executive-level matters
- Ability to influence and collaborate across functions
- US military experience through military service or a military spouse/domestic partner
- Must not require immigration support now or in the future; USAA does not provide visa sponsorship
Benefits
Comp & perks- Remote or hybrid flexibility for active-duty military spouses, consistent with applicable policy and business needs
- Relocation assistance
- Pay incentives based on overall corporate and individual performance, at the discretion of the USAA Board of Directors
- Long Term Incentive Plan: cash payment for Executive level roles, time- and performance-based
- 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