Job Description

Why USAA?Let’s do something that really matters.

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation’s military, but we all share in the mission to give back to those who did. We’re working as one to build a great experience and make a real impact for our members.

We believe in our core values of honesty, integrity, loyalty and service. They’re what guides everything we do – from how we treat our members to how we treat each other. Come be a part of what makes us so special!

The Opportunity

As a dedicated Associate Consumer Account Specialist, you will, within defined guidelines and framework, provide member service for consumer bank accounts, perform transaction processing through omni-channels for various bank products, and ensure transactions are accurate and responsible for providing quality service within compliance requirements. You will also partner with other cross-functional teams to research, analyze, and resolve member account or loan maintenance problems.

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: Phoenix, AZ. Relocation assistance is not available for this position.

Work Hours:

• Monday - Friday - 8:00am - 4:30pm MST

What you'll do:

• Performs basic maintenance, research, and resolution of member accounts within established processes.
• Updates member account information on various Bank products that may include Credit Card, Deposit, Consumer Loan, Home Equity Loans and Archived Accounts.
• Contacts member for additional and/or missing information, provides status and/or final resolution, as requested. Meets member satisfaction objectives.
• Reviews account documentation to ensure compliance with USAA, State and Federal regulations and policies.
• Seeks guidance from team members to resolve issues and identifies appropriate issues for escalation. Prepares required paperwork and prepares packages for mailing.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have:

• High School Diploma or General Equivalency Diploma required.
• Up to 1 year of customer contact experience in Banking or Financial Services Call Center environment.
• Basic knowledge of bank products, online banking, mobile banking applications, banking cards, etc. required.
• Basic understanding of Bank related legal and regulatory requirements.
• Foundational knowledge of Windows operating system environment and Microsoft Office tools.

What sets you apart:

• Extensive experience with inbound calling operations, high-risk authentication procedures and experience with member escalations.
• Do you have experience working for USAA Bank
• 1+ years of customer contact experience in Banking environment
• US military experience through military service or a military spouse/domestic partner

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.

What we offer:

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. The salary range for this position is: $43,680.00 - $59,980.00.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

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, please 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.

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