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.
The Opportunity
As a dedicated Intermediate Bank Disputes Specialist on our Reconciliation team you will, within defined guidelines and framework, protect the financial interests of USAA and our members by thoroughly investigating and resolving complex and moderately complex fraud and non-fraud transactional disputes filed by members on their credit cards, debit cards and deposit accounts in compliance with federal and state Laws, Rules, and Regulations (LRRs). Attempt to recover funds in accordance with payment association rules (Visa, Amex, NACHA, Zelle, etc.), engage in customer service activities to satisfy member requests and provide dispute resolution outcomes and operate in a highly regulated environment where performance is measured by quality and productivity metrics aligned to business scorecards.
We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Phoenix, AZ, or Tampa, FL.
Relocation assistance is not available for this position.
What you'll do:
<ul>
<li>Under direct supervision, completes reasonable investigations of moderately complex Fraud and Non-Fraud Credit Card, Debit Card and Deposit transactional disputes while consistently ensuring regulatory compliance.</li>
<li>Utilizes developing problem-solving skills and knowledge of Laws, Rules and Regulations (LRRs) and payment association rules (Visa, Amex, NACHA, Zelle, etc.) to research, resolve and recovery funds for disputed activity.</li>
<li>Responsible for determining card holder liability based on results of a reasonable investigation.</li>
<li>Processes recovery attempts through chargebacks, representments and arbitrations.</li>
<li>Processes account credits/debits when necessary, in accordance with regulatory requirements.</li>
<li>Documents the results of a reasonable investigation within the appropriate case management system.</li>
<li>May contact members for additional information or when requested to assist with completing a reasonable investigation.</li>
<li>May work control or exception functions associated with Fraud and Non-Fraud Credit Card, Debit Card and Deposit transactional disputes.</li>
<li>Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.</li>
</ul>
What you have:
<ul>
<li>High School Diploma or General Equivalency Diploma required.</li>
<li>1 year of customer contact experience in a financial services organization to include dispute possessing and/or conflict resolution.</li>
<li>1 year of analytical problem-solving experience.</li>
<li>Experience working under Federal Banking Regulations to include Regulation E, Regulation Z and/or UDAAP.</li>
</ul>
What sets you apart:
<ul>
<li>6+ months working in USAA Disputes Organization</li>
<li>1+ years of General Ledger experience in a financial institute</li>
<li>Familiarity with DCC, Fidelity and Oracle systems</li>
<li>Experience working in specific systems and tools (to include Windows operating system environment, Microsoft Office, Fidelity and/or Visa Online).</li>
<li>US military experience through military service or a military spouse/domestic partner</li>
</ul>
Compensation range: The salary range for this position is: $43,680.00-$67,840.00
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.
PandoLogic. Keywords: Customer Service Representative, Location: Tampa, FL - 33603

Customer Service Advisor

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.
The Opportunity
It is all about learning and growing. Our Bank Customer Service role may be a new career for you. There’s a lot to learn, but the journey is mapped out and USAA is willing to invest in you! Our comprehensive, fully paid three-month training program includes all training materials, class discussions, hands-on training, and e-learning modules.
Our in-office development program provides the training you need and the encouragement to create a proactive and independent support style to service our membership.
We are currently seeking dedicated professionals to work in our Tampa office for future bank customer service and sales opportunities in 2025. We have various schedules ranging from 6:00 am to 10:00 pm local time. These roles include a shift differential of 15% for any weekday hours worked after 6:00 pm and any hours worked on Saturday or Sunday. Weekly work schedules vary and will include one weekend day.
Relocation assistance is not available for this position.
As a Bank Customer Service Representative, you'll work within defined guidelines to facilitate the financial security of members through needs-based sales and service conversations on a single Banking line of business or product set (for example; deposits, credit cards, and website customer support). In this role, you will make a difference to our members as you identify immediate and underlying financial needs and respond with relevant solutions through offering USAA Banking products and services.
What you'll do: 
<ul>
<li>
Handle inbound member calls in a fast-paced contact center environment
</li>
<li>
Use effective communication probing questions and critical thinking skills to identify member needs and provide relevant solutions which may include offering banking products
</li>
<li>
Efficiently navigate multiple systems and programs while maintaining an engaging member interaction that may occur across multiple channels.
</li>
<li>
Develop banking product knowledge to attract new members and expand relationships with current members through product acquisition
</li>
<li>
Advise and educate members on available USAA digital tools and resources to improve the user experience
</li>
<li>
Provide outstanding member service by demonstrating empathy, active listening, and professionalism
</li>
<li>
Apply strong time and call management skills in assisting members with banking needs
</li>
<li>
Embrace continuous improvement and development through coaching and collaboration with manager and team members
</li>
</ul>
What you have: 
<ul>
<li>
High School Diploma OR GED
</li>
<li>
Ability to provide outstanding customer service for our members by communicating clearly and professionally by phone or email to process banking requests and provide information on banking products
</li>
<li>
Ability to prioritize and multi-task while navigating through multiple business applications
</li>
<li>
Strong interpersonal and communication skills
</li>
<li>
Successful completion of a job-related assessment is required
</li>
</ul>
What sets you apart: 
<ul>
<li>
US military experience through military service or a military spouse/domestic partner
</li>
<li>
1 year of customer contact experience in a needs-based sales environment
</li>
<li>
Prior experience in a fast-paced contact center environment
</li>
<li>
6 months experience frequently communicating (minimum 60 percent of the time) with customers by phone
</li>
</ul>
Compensation range: The hiring range for this position is: $43,680.00- $44,680.00
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.
PandoLogic. Keywords: Customer Service Representative, Location: Tampa, FL - 33603

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.
The Opportunity
USAA is seeking a talented Financial Institutions Relationship Manager Senior to manage and provides operational oversight of USAA’s external annuity distribution and select technology service providers. Responsible for delivering end-to-end operational, process, and service excellence through ongoing management and oversight of annuity operations, service and technology suppliers. Ensures timely and satisfactory resolution and communication of new business, post issue and service to include escalations, and exceptions.
We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Phoenix, AZ, Colorado Springs, CO, Tampa, FL, or Plano, TX. Relocation assistance is not available for this position.
 What you’ll do:
<ul>
<li>
Monitors key distributor satisfaction and performance metrics to understand and apply data driven insights to inform business strategies to achieve business goals and operational efficiencies.
</li>
<li>
Participates as a subject matter expert on new distributor implementation and launch.
</li>
<li>
Participates in &nbsp;monthly operations business review meetings supplier and service provider firms to review service level targets, identify business trends and to uncover opportunities to develop operational and business process efficiencies.
</li>
<li>
Responsible for timely and appropriate resolution of escalations from external distribution partners.
</li>
<li>
Identifies opportunities to document and facilitate improvements to processes.&nbsp; Assists with developing functional policies, procedures, and guidelines.
</li>
<li>
Participates in periodic business review meetings with senior executives at distributor and/or supplier and service provider firms to foster relationships and uncover opportunities to develop operational efficiencies.
</li>
<li>
Responsible for new account implementation and business development with external distributors.
</li>
<li>
Identifies and manages business operational controls to ensure adherence to appropriate risk level.
</li>
<li>
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures
</li>
</ul>
What you have:
<ul>
<li>
Bachelor's degree OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree. (Total of 10 years of experience without Bachelor’s Degree)
</li>
<li>
6 years of experience in annuity product sales, relationship management, and/or annuity operations.
</li>
<li>
3 years of experience in annuity and/or life insurance distribution through full-service brokerage and bank broker dealer firms.&nbsp;
</li>
<li>
Excellent relationship management skills and demonstrated ability to influence decisions at all leadership levels.
</li>
<li>
Subject-matter-expert level of business acumen in the areas of annuity business operations, broker dealer sales processes and paperwork, sales suitability, industry practices and emerging trends required.
</li>
<li>
High level knowledge of investments, annuities and/or life insurance products.
</li>
<li>
Strong relationship management skills and demonstrated ability to influence decisions at senior leadership levels.
</li>
<li>
Strong issue resolution and follow-up skills.
</li>
<li>
Strong executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog.
</li>
<li>
10% travel may be required
</li>
</ul>
What sets you apart:&nbsp; 
<ul>
<li>
US military experience through military service or a military spouse/domestic partner
</li>
<li>
3 or more years technical experience working with Zinnia Solution (Formerly Annuity Net), Firelight, DTCC, iPipeline
</li>
<li>
3 or more years annuity operations experience with working knowledge of annuity products and the third-party distribution sales process
</li>
<li>
3 or more years of experience in annuity operations support and service, preferably within a broker-dealer or insurance company utilizing third-party annuities distribution.
</li>
<li>
2 or more years of experience working with a business process outsourced (BPO) firm.
</li>
</ul>
Compensation range: The salary range for this position is: $114,080 - $218,030.
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.). 
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.
PandoLogic. Keywords: Client Services Manager, Location: Tampa, FL - 33603

Financial Institutions Relationship Manager Senior – Annuity Operations

Customer Service - Bank

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.
The Opportunity
As a dedicated Advocacy Advisor-Intermediate, you will within defined guidelines and framework, provide timely, accurate and compliant responses for complaints identified and addressed to USAA's Executive Management Group, Chairman and Board of Directors, general consumers, and/or regulatory agencies. Considers the unique situation and provides an appropriate resolution that balances the need of the company and the individual.&nbsp;&nbsp;
We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Phoenix, AZ, Colorado Springsor Tampa, FL. Relocation assistance is not available for this position.&nbsp;
Work Schedule: Monday-Friday 8:30 am-6 pm (Time zone based on your location)
What you'll do:&nbsp;
<ul>
<li>
Acquires and applies industry knowledge of products, services, and processes to serve as the primary point of contact in the resolution of complainant concerns, submitted to Advocacy for escalated handling.&nbsp;
</li>
</ul>
<ul>
<li>
In accordance with business guidance and leadership oversight, examines the work performed by team members and vendor partners for any process or service failures identified within moderately sophisticated complaints that could encompass member harm concerns and/or failures.&nbsp;
</li>
</ul>
<ul>
<li>
Completes the end-to-end lifecycle to resolve logged consumer complaints and delivers outcomes verbally or written to complainants, leadership, and, on occasion, to regulators defined by Bank Advocacy procedures, to include detailed documentation requirements.&nbsp;
</li>
</ul>
<ul>
<li>
In collaboration with partners applies knowledge of Bank products, services, and processes to serve as a resource and advocate in the resolution of complaints of a routine nature.&nbsp;
</li>
</ul>
<ul>
<li>
Identifies business process opportunities and develops summaries to mitigate risks and call out process gaps through proper internal channels for resolution.&nbsp;
</li>
</ul>
<ul>
<li>
Communicates effectively in multiple platforms with complainants, executives, legal, other internal and external customers, and handles all interactions with professionalism and care.&nbsp;
</li>
</ul>
<ul>
<li>
Maintains knowledge of applicable Enterprise and Bank policies, procedures, and regulatory guidelines.&nbsp;
</li>
</ul>
<ul>
<li>
Optimally handles and prioritizes workload to consistently meet individual service level objectives.&nbsp;
</li>
</ul>
<ul>
<li>
Ensures risks associated with business activities are optimally identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures.&nbsp;
</li>
</ul>
What you have:&nbsp;
<ul>
<li>
Bachelor’s degree: OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.&nbsp;
</li>
</ul>
<ul>
<li>
2 years of relevant customer service experience in a financial services, fraud, or insurance industry.&nbsp;
</li>
</ul>
<ul>
<li>
2 years of demonstrated experience in conflict resolution and documentation to include researching and resolving complainant issues and member customer concerns in financial services.&nbsp;
</li>
</ul>
<ul>
<li>
Active CoSA specific licenses and state registrations as the need arises.&nbsp;
</li>
</ul>
<ul>
<li>
Demonstrated experience in difficult verbal communications and developing written communications through open discussion and proactive business partner engagement.&nbsp;
</li>
</ul>
<ul>
<li>
Experience multi-tasking and prioritizing in a fast-paced working environment ranging in complexity, while maintaining attention to detail&nbsp;
</li>
</ul>
What sets you apart:&nbsp;
<ul>
<li>
Experience in complaint handling background with a large Bank. &nbsp;
</li>
</ul>
<ul>
<li>
USAA banking experience (within the last 2-3 years). &nbsp;
</li>
</ul>
<ul>
<li>
Experience with regulatory and consumer high risk complaint handling through verbal and written channels. &nbsp;
</li>
</ul>
<ul>
<li>
Risk and Root cause analysis background (efficient and effective research capabilities-de-escalation background beyond live phone calls, i.e. outbound campaigns, remediation efforts, etc.). &nbsp;
</li>
</ul>
<ul>
<li>
Technical writing skills and/or professional writing background with exposure, i.e. media, news. &nbsp;
</li>
</ul>
<ul>
<li>
De-escalation skillset and ability in resolving complaints timely. &nbsp;
</li>
</ul>
Salary: The salary range for this position is: $51,370 - $92,060.&nbsp;&nbsp;
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.
PandoLogic. Keywords: Customer Service Representative, Location: Tampa, FL - 33603

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.
The Opportunity
It is all about learning and growing. 
Our Licensed Insurance Customer Service role may be a new career for you. There’s a lot to learn, but the journey is mapped out and USAA is willing to invest in you! Our comprehensive, fully paid six-month training program includes all training materials, class discussions, hands-on training, e-learning modules, and the instructor led guidance will help you to support our membership independently. We also pay for all licensing costs! We have new training classes starting every month.
Our in-office development program provides you the training you need on USAA products and the encouragement to create a proactive and independent support style to service our membership. After six months in-office, you’ll have the opportunity to work offsite 2 days a week. The actual onsite days are settled between each employee and their manager. Work schedules will vary and may include some weekends. Military veterans and spouses are highly encouraged to apply. Relocation assistance is not available for this position.
For new hires starting in August, September, October, November and December we are offering a signing bonus of $2,000. The signing bonus is paid in one installment after 45 days of employment.
We are currently seeking dedicated Property &amp; Casualty (P&amp;C) active producer/agents with an ACTIVE P&amp;C producer agent license to work in our Phoenix, San Antonio, Tampa and Colorado Springs office. This schedule may require working evenings up to 10:00PM Local Time to include a permanent Saturday or Sunday. These roles include a shift differential of 15% for hours worked after 6:00pm Local Time and any hours worked on Saturday or Sunday. We have new training classes starting every month.
As a Licensed Insurance Customer Service Representative, you'll work within defined guidelines and framework, to provide customer service, sales, and retention activities for one or more of USAA's Property &amp; Casualty personal line products. You will interact with our members across multiple contact channels (i.e. inbound phone calls, email, chat, social media, etc.) to provide adequate coverage and advice to help ensure members’ financial security.
What you'll do:
<ul>
<li>Facilitate the member experience by answering phone calls, emails, and other requests from members.</li>
<li>Apply developing knowledge of personal lines insurance to assist members with foundational to moderately complex quotes, binding new business, rating, policy, billing, payment, underwriting, contract and coverage provisions, and premium changes for insurance products and services. Also, maintain respective trailing documents for all states.</li>
<li>Identify, assess and understand member needs and consistently provide complete and accurate advice and solutions for insurance products and services. Provide detailed issue diagnosis while minimizing transfers, escalations and call backs.</li>
<li>Efficiently operate in a contact center environment and navigate multiple systems/programs while maintaining an engaging member interaction that occurs across multiple channels.</li>
<li>Maintain required Property &amp; Casualty (P&amp;C) licenses and state registrations.</li>
<li>Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.</li>
</ul>
What you have:
<ul>
<li>High School Diploma or GED equivalent</li>
<li>Currently ACTIVE Property and Casualty or Personal Lines license in your current state of residence/or state of hire and ability to acquire additional licenses for other states as needed</li>
<li>1 year of customer service experience in insurance, financial services and/or relevant direct customer service and/or sales experience</li>
<li>Ability to prioritize and multi-task, including navigating through multiple business applications</li>
</ul>
What sets you apart:
<ul>
<li>US military experience through military service or a military spouse/domestic partner</li>
<li>Prior experience in a fast-paced contact center environment</li>
</ul>
Compensation range: The hiring range for this position is: $46,370 - $50,300.
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.
PandoLogic. Keywords: Customer Service Representative, Location: Tampa, FL - 33603

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.
The Opportunity
As a dedicated Advocacy Advisor II, you will within defined guidelines and framework, provides timely, accurate and compliant responses for complaints identified and addressed to USAA's Executive Management Group, Chairman and Board of Directors, general consumers, and/or regulatory agencies. Considers the outstanding situation and provides an appropriate resolution that balances the need of the company and the individual.
We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Phoenix, AZ, Colorado Springs, CO or Tampa, FL. Relocation assistance is not available for this position.
Work Schedule: Monday-Friday 8:30 am-6 pm (Time zone based on your location)&nbsp;
What you'll do:
<ul>
<li>Acquires and applies industry knowledge of products, services, and processes to serve as the primary point of contact in the resolution of complainant concerns, submitted to Advocacy for sophisticated handling.</li>
<li>In accordance with business mentorship and leadership oversight, examines the work performed by team members and vendor partners for any process or service failures identified within moderately sophisticated complaints that could encompass member harm concerns and/or failures.</li>
<li>Performs the end-to-end lifecycle to resolve logged consumer complaints and delivers outcomes verbally or written to complainants, leadership, and, on occasion, to regulators defined by Bank Advocacy procedures, to include detailed documentation requirements.</li>
<li>In collaboration with partners applies knowledge of Bank Advocacy products, services, and processes to serve as a resource and advocate in the resolution of complaints of a routine nature.</li>
<li>Identifies business process opportunities and develops summaries to mitigate risks and bring up process gaps through proper internal channels for resolution.</li>
<li>Communicates optimally in multiple platforms with complainants, executives, legal, other internal and external team members, and handles all interactions with professionalism and care.</li>
<li>Maintains knowledge of applicable Enterprise and Bank Advocacy policies, procedures, and regulatory guidelines.</li>
<li>Effectively handles and prioritizes workload to consistently meet individual service level objectives.</li>
<li>Ensures risks associated with business activities are optimally identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures.</li>
</ul>
What you have:
<ul>
<li>Bachelor’s degree: OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.</li>
<li>2 years of relevant customer service experience in a financial services, fraud, or insurance industry.</li>
<li>2 years of demonstrated experience in conflict resolution and documentation to include researching and resolving complainant issues and member customer concerns in financial services.</li>
<li>Active Bank specific licenses and state registrations as the need arises.</li>
<li>Demonstrated experience in difficult verbal communications and developing written communications through open discussion and proactive business partner engagement.</li>
<li>Experience multi-tasking and prioritizing in a fast-paced working environment ranging in complexity, while maintaining attention to detail.</li>
</ul>
What sets you apart:
<ul>
<li>Current USAA Banking Servicing skillset with MRT/ERT experience.&nbsp;</li>
</ul>
<ul>
<li>Highly skilled in de-escalating consumers/members and exceptional written communication skills.&nbsp;</li>
</ul>
Compensation range: The salary range for this position is: $51,370 - $92,060.
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.). 
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.
PandoLogic. Keywords: Customer Service Representative, Location: Tampa, FL - 33603

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.
The Opportunity
It is all about learning and growing. 
Our Licensed Insurance Customer Service role may be a new career for you. There’s a lot to learn, but the journey is mapped out and USAA is willing to invest in you! Our comprehensive, fully paid six-month training program includes all training materials, class discussions, hands-on training, e-learning modules, and the instructor led guidance will help you to support our membership independently. We also pay for all licensing costs! We have new training classes starting every month.
Our in-office development program provides you the training you need on USAA products and the encouragement to create a proactive and independent support style to service our membership. After six months in-office, you’ll have the opportunity to work offsite 2 days a week. The actual onsite days are settled between each employee and their manager. Work schedules will vary and may include some weekends. Military veterans and spouses are highly encouraged to apply. Relocation assistance is not available for this position.
For new hires starting in May, June or July we are offering a signing bonus of $2,000. The signing bonus is paid in one installment after 45 days of employment.
We are currently seeking dedicated Property &amp; Casualty (P&amp;C) active producer/agents with an ACTIVE P&amp;C personal lines or producer agent license to work in our Phoenix, San Antonio, Tampa and Colorado Springs office. This schedule may require working evenings up to 10:00PM Local Time to include a permanent Saturday or Sunday. These roles include a shift differential of 15% for hours worked after 6:00pm Local Time and any hours worked on Saturday or Sunday. We have new training classes starting every month.
As a Licensed Insurance Customer Service Representative, you'll work within defined guidelines and framework, to provide customer service, sales, and retention activities for one or more of USAA's Property &amp; Casualty personal line products. You will interact with our members across multiple contact channels (i.e. inbound phone calls, email, chat, social media, etc.) to provide adequate coverage and advice to help ensure members’ financial security.
What you'll do:
<ul>
<li>Facilitate the member experience by answering phone calls, emails, and other requests from members.</li>
<li>Apply developing knowledge of personal lines insurance to assist members with foundational to moderately complex quotes, binding new business, rating, policy, billing, payment, underwriting, contract and coverage provisions, and premium changes for insurance products and services. Also, maintain respective trailing documents for all states.</li>
<li>Identify, assess and understand member needs and consistently provide complete and accurate advice and solutions for insurance products and services. Provide detailed issue diagnosis while minimizing transfers, escalations and call backs.</li>
<li>Efficiently operate in a contact center environment and navigate multiple systems/programs while maintaining an engaging member interaction that occurs across multiple channels.</li>
<li>Maintain required Property &amp; Casualty (P&amp;C) licenses and state registrations.</li>
<li>Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.</li>
</ul>
What you have:
<ul>
<li>High School Diploma or GED equivalent</li>
<li>Currently active Property and Casualty or Personal Lines license in your current state of residence/or state of hire and ability to acquire additional licenses for other states as needed</li>
<li>1 year of customer service experience in insurance, financial services and/or relevant direct customer service and/or sales experience</li>
<li>Ability to prioritize and multi-task, including navigating through multiple business applications</li>
</ul>
What sets you apart:
<ul>
<li>US military experience through military service or a military spouse/domestic partner.</li>
<li>Prior experience in a fast-paced contact center environment.</li>
<li>1+ years of direct sales or upselling/cross selling experience.</li>
</ul>
Compensation range: The hiring range for this position is: $46,370 - $50,300.
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.
PandoLogic. Keywords: Customer Service Representative, Location: Tampa, FL - 33603

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.
The Opportunity
 The candidate selected for this position is going to get work with the Workload Management Team in USAA’s P&amp;C Distribution and Service Organization. They will be responsible for workforce planning, ownership of scheduling processes and optimization of staffing.&nbsp;&nbsp; The candidate leads a team while working with workforce management tools and managing contact center support operations.
Responsible for providing thoughtful leadership and people leadership to the team(s) supporting operational workforce planning and forecasting. This position will establish effective relationships with internal and external partners to ensure processes, procedures and systems provide accurate and reliable workforce management for USAA operational environments.
We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, Chesapeake, VA or Tampa, FL. Relocation assistance is not available for this position.
What you'll do:
<ul>
<li>
Responsible for maintenance of process taxonomy inventory and appropriate effective execution of documented controls.
</li>
<li>
Uses relationships with internal and external business partners to proactively identify and provide consultation on operational performance opportunities related to scheduling, forecasting and capacity planning, and real-time monitoring.
</li>
<li>
Directs the planning and implementation of integrated resource planning processes for a specified company or staff agency.
</li>
<li>
Provide relevant insights into drivers of operations performance variance.
</li>
<li>
Responsible for Executive level summaries and insights on contact center performance and both short and long-term staffing positions.
</li>
<li>
Acts in a consultative and advisory capacity to executive management on strategic and tactical workload and resource planning design and implementation.
</li>
<li>
Is responsible for statistical analysis to validate effectiveness and efficiency of plans, strategies, and decisions, in support of integrated workload modeling.
</li>
<li>
Oversees gathering of quantitative and qualitative data; Approves data collection guidelines and methodologies.
</li>
<li>
Serves as a partner/sponsor to improve data quality &amp; availability provided by data partners.
</li>
<li>
Maintains an understanding of company business operations and goals and provides information on how workload strategies impact performance goals.
</li>
<li>
Drives standardization in and oversees the building of analytical products that are scalable and flexible.
</li>
<li>
Identifies, provides oversight, and performs forecasting analysis/data mining on special business topics (Marketing value and optimization, fulfillment process/productivity improvements, demand forecasting, customer segmentation, etc.) and partners with internal and external areas (Finance, CoSAs, HR, etc.).
</li>
<li>
Reviews and assesses department, business, and strategic supplier processes and procedures ensuring efficient workload management to support enterprise objectives.
</li>
<li>
Builds and supervises a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities. Takes initiative to understand business drivers of supported LOB (e.g. high-level understanding of products and services and contribution of workforce to LOB goals).
</li>
<li>
Handles business and executive level issues, including reporting to senior-level leadership as appropriate.
</li>
<li>
Works with Finance partners to align business strategies with financial impacts and incorporate them into the financial planning cycles.
</li>
<li>
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
</li>
</ul>
 ​
What you have:
<ul>
<li>
Bachelor’s degree; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
</li>
<li>
8 years of progressive experience in a workforce management function performing demand and/or supply forecasting, scheduling, capacity management, reporting and/or real-time resource management.
</li>
<li>
3 years of direct team lead or management experience.
</li>
<li>
Demonstrated ability to build and leverage relationships with senior leadership, business partners at various levels within the Enterprise, and external 3rd parties.
</li>
<li>
Experience establishing project deliverables, deadlines, schedule status, performance tracking, and critical path reporting and analysis.
</li>
<li>
Strong people leader skills and proven ability to build high performing teams.
</li>
<li>
Advanced knowledge of call center dynamics, including workload demand forecasting, staffing, queues, schedule preferencing, data analysis and performance metrics with the ability to explain data insights to senior leadership and internal and external stakeholders.
</li>
<li>
Strong background in workforce management software.
</li>
</ul>
What sets you apart:
<ul>
<li>
Proven ability to encourage creative solutions with partners such as IT, Operations and 3rd Party
</li>
<li>
Innovation with scheduling techniques or tools
</li>
<li>
Proficiency in workforce optimization tools (such as NICE)
</li>
<li>
Experience with AI utilization for scheduling practices
</li>
<li>
US military experience through military service or a military spouse/domestic partner
</li>
</ul>
Compensation range: The salary range for this position is: $127,310.00 - $243,340.00.
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.). 
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.
PandoLogic. Keywords: Customer Service Representative, Location: Tampa, FL - 33603

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