**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)** **What you'll do:** + 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. + 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. + 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. + 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. + Identifies business process opportunities and develops summaries to mitigate risks and bring up process gaps through proper internal channels for resolution. + Communicates optimally in multiple platforms with complainants, executives, legal, other internal and external team members, and handles all interactions with professionalism and care. + Maintains knowledge of applicable Enterprise and Bank Advocacy policies, procedures, and regulatory guidelines. + Effectively handles and prioritizes workload to consistently meet individual service level objectives. + Ensures risks associated with business activities are optimally identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures. **What you have:** + 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. + 2 years of relevant customer service experience in a financial services, fraud, or insurance industry. + 2 years of demonstrated experience in conflict resolution and documentation to include researching and resolving complainant issues and member customer concerns in financial services. + Active Bank specific licenses and state registrations as the need arises. + Demonstrated experience in difficult verbal communications and developing written communications through open discussion and proactive business partner engagement. + Experience multi-tasking and prioritizing in a fast-paced working environment ranging in complexity, while maintaining attention to detail. **What sets you apart:** + Current USAA Banking Servicing skillset with MRT/ERT experience. + Highly skilled in de-escalating consumers/members and exceptional written communication skills. **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._ **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.