Member Relations Advisor I

USAA

. Complete timely and accurate documentation of consumer and regulatory complaints and inquiries in the USAA Complaint Registry .

Posted 9/24/2026full-timeUnited StatesMid-LevelSenior💰 $57,970 - $103,870 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in complaint handling and conflict resolution within the financial services industry, with strong capabilities in documentation, communication, and risk management. Proficient in utilizing case management systems and Microsoft Office tools to support effective complaint resolution and member service.

Highest-signal resume keywords

Complaint HandlingConflict ResolutionWritten CommunicationCustomer Service ExperienceMicrosoft Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complaint DocumentationCase ManagementWorkload ManagementRegulatory ComplianceRobotic Process AutomationProcess ImprovementRisk ManagementMultitaskingAttention to DetailEditing Communications

Soft Skills

Critical ThinkingTeam LeadershipFeedback ProvisionDe-EscalationOral Communication

Tools & Technologies

Microsoft OutlookMicrosoft WordMicrosoft ExcelMicrosoft PowerPointPEGA

Industry Keywords

Financial ServicesInsurance IndustryCustomer ComplaintsRegulatory AgenciesUSAA Products and Services

Tech Stack

Tools & technologies

RPA

About the role

Key responsibilities & impact

Complete timely and accurate documentation of consumer and regulatory complaints and inquiries in the USAA Complaint Registry
Understand complaints and inquiries using critical thinking and respond appropriately
Acquire and apply advanced industry knowledge related to complaint handling
Provide guidance and feedback to less tenured team members
Identify member needs, intake complaints, alert leadership, gather information and documentation, and resolve issues according to procedures
Take escalated calls on behalf of the Executive Management Group, Chairman, Board of Directors and regulatory agencies
Participate in or lead surge events, team projects, initiatives, presentations and events
Prepare and proof written correspondence for complainants and regulatory agencies
Apply knowledge of case management and workload management systems
Handle Cross-Function or Line of Business complaint processes and uphold complaint resolutions
Support the Annual Members' Meeting
Monitor complex intake channels, including regulatory complaints and inquiries handled manually and through Robotic Process Automation
Identify process gaps and escalate solutions
Complete assigned control work
Address QA feedback and remediation requests timely
Provide timely and accurate member profiles
Identify, measure, monitor and control business risks 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
4 years of customer service experience in financial services, fraud, or insurance industry
2 years of conflict resolution, de-escalation or highly complex complaint handling experience with potential regulatory implications
4 years of demonstrated experience writing/editing communications
Strong oral and written communication experience
Proficient knowledge of relevant industry products and services to address member complaints
Experience multitasking and prioritizing in a highly complex environment while maintaining attention to detail
Knowledge of Microsoft Office tools including Outlook, Word, Excel and PowerPoint
Must not require immigration support or visa sponsorship now or in the future
Preferred: 2 years of knowledge of USAA products and services
Preferred: Experience with PEGA
Preferred: US military experience through military service or as a military spouse/domestic partner

Benefits

Comp & perks

Flexible work environment with remote or hybrid flexibility for active-duty military spouses, consistent with applicable policy and business needs
Pay incentives may be available based on overall corporate and individual performance, at the discretion of the USAA Board of Directors
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 assistance