Senior Advocacy Advisor

USAA

. Handle and resolve the most complex and unique regulatory and consumer complaints .

Posted 10/1/2026full-timeUnited StatesSenior💰 $69,920 - $125,850 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Expertise in resolving complex regulatory and consumer complaints within the financial services industry, with a strong focus on compliance, risk management, and effective communication with stakeholders. Proven ability to lead teams, coach members, and develop strategies to enhance member experience and mitigate risks.

Highest-signal resume keywords

Regulatory Compliance ExpertiseCustomer Service Experience in Financial ServicesComplaint Resolution and Research SkillsBusiness Communication and Presentation SkillsLeadership in Complex Environments

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complaint ResearchIssue ResolutionRisk ManagementRegulatory Guidelines KnowledgeProcess ImprovementData AnalysisEscalation HandlingStakeholder CollaborationService-Level Objective ManagementDocumentation Skills

Soft Skills

CoachingInfluencingPrioritizationCommunicationTeam Leadership

Certifications & Qualifications

Active CoSA LicensesState Registrations

Industry Keywords

Financial ServicesFraudInsuranceConsumer ComplaintsRegulatory StandardsMember ExperienceService FailuresStakeholder EngagementEscalated InquiriesCompliance Gaps

About the role

Key responsibilities & impact

Handle and resolve the most complex and unique regulatory and consumer complaints
Examine stakeholder and Advocacy Advisor work for regulatory errors, process failures, or service failures
Lead collaboration among Business SMEs, Legal, Compliance, and other stakeholders
Apply expert knowledge of products, services, and processes to resolve complaints and issues
Provide guidance to team members on highly complex complaints
Serve as a team point of contact and occasional leadership resource
Research and respond to escalated complaints and inquiries
Develop summaries and refer findings to business or functional leadership
Conduct research and deliver expedited verbal or written resolutions to complainants
Share escalated feedback through appropriate channels
Identify compliance gaps and initiate issue management with business partners
Identify opportunities to mitigate risk and improve member experience
Communicate with complainants, executives, regulators, legal, and internal and external customers
Maintain expert knowledge of policies, procedures, regulatory guidelines, and complaint standards
Document factual complaint research and resolution summaries
Coach the team to manage and prioritize workload and meet service-level objectives
Identify, measure, monitor, and control risks in accordance with risk and compliance policies

Requirements

What you’ll need

Bachelor's degree; OR 4 years of relevant education and/or experience
5 years of relevant customer service experience in a financial services, fraud, or insurance industry
5 years of demonstrated experience in researching and resolving complainant issues and member escalations in financial services
Active CoSA specific licenses and state registrations as required
Demonstrated experience in business communications, including developing and/or delivering presentations to all levels of management
Strong experience in researching and resolving member account issues and handling escalations as appropriate
Experience prioritizing, influencing, and playing a lead role in a highly complex environment
US military experience gained through military service or gained as a military spouse / domestic partner
Must not require immigration support or visa sponsorship, including H-1B, TN, or STEM OPT Training Plans

Benefits

Comp & perks

Flexible work environment
Pay incentives 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