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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service within the financial services sector, with a strong focus on complaint handling, conflict resolution, and effective communication. Proficient in managing documentation and prioritizing tasks to meet service level objectives while adhering to compliance policies.
Highest-signal resume keywords
Customer Service ExperienceConflict ResolutionComplaint HandlingWritten CommunicationMicrosoft Office Proficiency
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 DocumentationConflict ResolutionRisk ManagementIssue ResolutionAttention to Detail
Soft Skills
Oral CommunicationMulti-taskingPrioritization
Tools & Technologies
Microsoft OutlookMicrosoft WordMicrosoft ExcelMicrosoft PowerPoint
Industry Keywords
Financial ServicesFraudInsuranceConsumer ComplaintsCompliance Policies
About the role
Key responsibilities & impact- Complete timely and accurate documentation of consumer complaints and inquiries into the Enterprise Complaint Registry
- Identify member needs, escalate appropriately, document non-regulatory complaints and inquiries, and research and resolve enterprise issues
- Take escalated calls on behalf of the EMG, Chairman, and Board of Directors
- Support business partners with complaint and inquiry documentation, routing, and resolution
- Participate in team initiatives and assist during planned and unplanned surge events
- Handle the Cross-CoSA complaint process by contacting complainants and documenting feedback
- Provide support for the Annual Members' Meeting
- Address QA feedback and remediation requests timely
- Support complaint resolutions by upholding business/EMG final decisions on re-escalations
- Manage and prioritize workload to meet individual service level objectives
- 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
- 2 years Customer Service experience in financial services, fraud, or insurance industry
- 1 year experience in conflict resolution, de-escalation, or complaint handling experience
- 2 years demonstrated experience in writing/editing communications
- Strong oral and written communication experience
- Experience multi-tasking and prioritizing in fast paced environment while maintaining attention to detail
- Knowledge of Microsoft Office tools to include Outlook, Word, Excel and PowerPoint
- USAA does not provide visa sponsorship; applicants must not require immigration support now or in the future
Benefits
Comp & perks- Remote or hybrid flexibility may be available for active-duty military spouses, consistent with applicable 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 assistance