Intermediate Member Debt Representative

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 Member Debt Representative you will within defined guidelines and framework be responsible for understanding members needs and delivering personalized solutions and education that will improve their overall financial security. In addition this role protects the financial interests of USAA by communicating with members nonmembers and/or external third parties to collect and resolve delinquent accounts. Accounts are handled and worked in accordance with operational standards.

We offer a flexible work environment that requires an individual to be in the office 3 days per week. Remote option available after 6 months. 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.

Work Schedule:

Mon Thur 7:00 am 11:00 pm CST.

Friday/Saturday7:00 am 5:30 pm CST.

What youll do:

• Uses established procedures to carry out and resolve noncomplex delinquency work assignments and conducts member research as necessary.
• Makes outbound phone calls to delinquent members across all USAA product lines through automated and manual outbound dialing in an attempt to collect payment and/or arrange for payments utilizing effective telephone collection techniques and principles while meeting call service levels.
• Under close supervision performs individual member needs assessment to quickly determine the members reason for delinquency and provide customized solutions and advice to improve their financial security.
• With close supervision negotiates mutually satisfactory payment arrangements within defined guidelines.
• Follows all applicable local state and national laws and regulations surrounding the collection industry and within USAA standards.
• Under close supervision completes required account verification and account maintenance. Documents all pertinent customer contact information and updates collection attempts/call results into the appropriate database.
• Collaborates with team members to resolve issues and identify appropriate issues for escalation.
• 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.
• 1 year of combined customer contact sales or collections experience in the financial services industry.
• Strong verbal and written communication skills.

What sets you apart:

• Current experience working in a USAA Member Debt position.
• US military experience through military service or a military spouse/domestic partner

Compensation range: The salary range for this position is: $43680.00$63770.00

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 bestinclass 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

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.