San Antonio Home Office II/III
Tampa Campus
Charlotte, NC - CENTS
Colorado Springs Campus
Plano Legacy
Tampa Crosstown
Full time
R0119526
Why USAA?
At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.
Embrace a fulfilling career at USAA, where our core values - honesty, integrity, loyalty and service - define how we treat each other and our members. Be part of what truly makes us special and impactful.
We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.
The Opportunity
Lead the day-to-day operations of consumer and regulatory complaint resolution activities related to banking products, including checking and savings accounts, credit cards, and consumer lending products. Oversee managers responsible for complaint investigations and resolution teams, ensuring adherence to regulatory requirements, operational excellence, and member advocacy standards. Partner closely with executive leadership to drive performance, identify root causes, implement process improvements, and mitigate compliance and operational risks. This role is accountable for achieving business results through effective leadership, strategic planning, operational oversight, and a strong commitment to delivering positive member outcomes while maintaining regulatory compliance.
This position is remote eligible within the continental U.S. and may require occasional business travel. Individuals residing within a 60-mile radius of a USAA office will be expected to work on-site four days per week.
Relocation assistance is not available for this position.
What you'll do:
Oversee a team that leads Bank Member Advocacy through handling of complaints within multiple channels in a high-volume face-paced contact center environment.
Leverage a comprehensive understanding of the product lifecycle, including development, launch and maintenance phases to identify potential risk to ensure effective risk management.
Apply digital mindset to identify and implement innovative solutions that streamline processes and enhance efficiency in line with digital advancements.
Monitor and oversee managers through performance to ensure teams are adhering to performance standards, compliance, effectively managing cases, conducting thorough root cause analysis, identifying areas of process improvements, and maintaining high levels of quality control.
May handle Bank members' escalated complaints and inquiries, specifically those directed to the executive management group.
Prepare and present comprehensive updates, including status, resolution efforts, and overall complaint completion, to the executive management group, ensuring adherence to service level objectives are met.
Actively collaborate with Bank leaders to ensure the consistent implementation and execution of banking member communication policies and processes, encompassing the conception of the product life cycle and associated procedures.
Utilizing emotional intelligence skills to create supportive and inclusive team environment, fostering open communication, empathy, and understanding amongst team members.
Build and oversee a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures. ?
What you have:
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 required.
Exhibits strong decision-making skills.
Demonstrated process management and improvement through an understanding of bank product lifecycle.
Proven ability to comprehend, interpret, and provide guidance to employees regarding bank regulatory and compliance requirements. ?
What sets you apart:
Recent retail banking experience with a strong understanding of banking operations, products, services, regulatory requirements, and the overall member experience.
Experience in complaint management, member advocacy, customer resolution, regulatory response, or related operational functions, including conducting complex complaint investigations, performing root cause analysis, identifying trends, and driving timely, effective resolutions.
Leadership experience managing and developing high-performing teams, including coaching leaders and employees, driving accountability, fostering a culture of quality and continuous improvement, and achieving operational and compliance objectives.
Demonstrated ability to analyze complaint data, identify systemic issues and emerging trends, and partner with cross-functional stakeholders to implement process improvements that enhance the member experience, mitigate risk, and reduce recurring complaints.
Proven success leading large-scale operational transformations, organizational change initiatives, workforce expansion efforts, or operating model evolutions within 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, and the ability to influence stakeholders, present findings and recommendations to senior leaders, and translate complex issues into clear, actionable business insights.
Compensation range: The salary range for this position is: $103,450.00 - $197,730.00 **.
USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).**
USAA will consider qualified applicants with a criminal history pursuant to the San Diego County Fair Chance Ordinance and the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if USAA is concerned about a conviction(s) that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Ordinance by visiting the San Diego County Office of Labor Standards and Enforcement webpage.
USAA will consider qualified applicants with a criminal history pursuant to the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if USAA is concerned about a conviction(s) that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Ordinance by visiting the Los Angeles County Office of Labor Standards and Enforcement website.
Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.
Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.
The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.
Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.
For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.
Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.
USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
If you are an existing USAA employee, please use the internal career site in OneSource to apply.
Please do not @type your first and last name in all caps.
Find your purpose. Join our mission.
USAA is unlike any other financial services organization. The mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. We do this by upholding the highest standards and ensuring that our corporate business activities and individual employee conduct reflect good judgment and common sense, and are consistent with our core values of service, loyalty, honesty and integrity.
USAA attributes its long-standing success to its most valuable resource: our 35,000 employees. They are the heart and soul of our member-service culture. When you join us, you'll become part of a thriving community committed to going above for those who have gone beyond: the men and women of the U.S. military, their associates and their families. In order to play a role on our team, you don't have to be connected to the military yourself - you just need to share our passion for serving our more than 13 million members.
USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.
California applicants, please review our HR CCPA - Notice at Collection (https://statmcstg.usaa.com/mcontent/static\assets/Media/enterprise\hr\cpra\notice\at\collection.pdf) here.
USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.
