Member Relations Lead

• Applies expert knowledge of line of business products, services, and processes to serve as a subject matter resource in the assessment of complaint program risks and opportunities across multiple technologies and business goals
• Leads activities in support of servicing of complaints/inquiries through monitored channels within the organization, providing recommendations to the strategy, performance management, and consistent handling
• Distributes workload, oversees controls oversight, monitors telephone adherence, coaches, and motivates the team to adhere to their responsibilities to achieve organizational metrics
• Leads team projects, initiatives, presentations, and/or events and action plans; reviews, prepares, and approves written responses, member profiles, and executive summaries that meet established standards of appearance and content to represent USAA's executive management group
• Manages and resolves complex complaints and inquiries to assist the team in resolution activities
• Identifies opportunities to mitigate risks including process and procedure gaps and ensures timely changes are made; makes recommendations related to tactical strategies, performance, workload, technology, and operational effectiveness of complaint handling
• Applies expert knowledge for strategic and operational planning and process implementation to ensure that CEO Member Relations advisors are adequately trained, knowledgeable of process, goals, objectives, and strategies to successfully achieve metrics and action plan results
• Assists the team by assuming responsibility for complex complaints/inquiries through various processes and channels to ensure the needs of complainants are met and is a proxy for management including taking over escalated calls from advisors
• Demonstrates advanced knowledge of current policies, procedures, regulatory guidelines and enterprise complaint standards
• Facilitates communications with leadership and provides summaries of findings
• Leads activities to support the Annual Members' Meeting
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

• Bachelor's degree; OR 4 years of relevant education and/or experience
• 8 years of experience in a financial services operational environment with relevant experience managing complex customer resolution of issues, escalations, and/or complaints
• Advanced experience in conflict resolution and/or de-escalation of complex inquiries and complaints that may have regulatory implications
  
  Advanced experience in business communications and summarizing root cause findings of complex complaints and creating and delivering presentations to all levels of management
• Proven experience influencing, coaching others, and playing a lead role in a highly complex environment while maintaining attention to detail
• Strong understanding of communication platforms and complaint channels and knowledge of applicable policies, procedures, and regulations
• Strong experience prioritizing, influencing and coaching others on assigned subject matter areas
• Extensive experience with process improvement and/or project and program management experience
• US military experience gained through military service or gained as a military spouse / domestic partner

Demonstrates expertise in complaint management, conflict resolution, and process improvement within a financial services operational environment. Proficient in business communications, regulatory compliance, and team leadership to achieve organizational metrics and enhance customer satisfaction.

• Complaint Management
• Conflict Resolution
• Process Improvement
• Business Communications
• Team Leadership

• Complaint Handling
• Regulatory Compliance
• Process Implementation
• Project Management
• Performance Management

• Coaching
• Influencing
• Attention to Detail
• Communication

• Financial Services
• Customer Resolution
• Operational Effectiveness
• Risk Management
• US Military Experience

• Communication Platforms
• Performance Metrics