Customer Care Specialist

Overview

Engage members via 100% phone-based interactions to understand financial circumstances related to delinquent accounts, provide customized solutions and education to improve financial well‐being, and resolve outstanding balances. Utilize analytical and problem‑solving skills to assess delinquencies and develop resolution strategies, including payment options and assistance programs. Employ communication and negotiation skills to establish payment arrangements in compliance with guidelines and regulations.

• Handle inbound and outbound phone calls across all USAA product lines using automated and manual dialing systems to collect payments and arrange payment plans.
• Verify account information and perform maintenance tasks with precision.
• Maintain meticulous records of all interactions, attempts, and outcomes in the designated database to support compliance and audit.
• Meet performance metrics while managing multiple tasks in a dynamic Windows‑based environment.
• Navigate complex, sensitive situations, identify risks, and ensure compliance with local, state, and national collections regulations.

• 2+ years of customer‑facing experience in collections, customer service, sales, account management, education, or counseling.
• High school diploma or GED.
• Proficiency with Windows‑based computer applications and ability to quickly learn new systems.
• Excellent verbal and written communication skills, especially in challenging or sensitive contexts.
• Strong analytical, problem‑solving, and multitasking abilities.
• Ability to interpret collections regulations and adhere to guidelines.

• Communication Mastery – articulate complex information clearly and empathetically.
• Problem‑Solving – analyze situations, identify root causes, develop strategies.
• Critical Thinking – evaluate information objectively and make sound judgments.
• Multitasking – manage priorities efficiently in a fast‑paced environment.
• Adaptability & Growth Mindset – thrive in changing settings.
• Negotiation – establish mutually agreeable payment arrangements.
• Empathy and Resilience.
• Information Technology Aptitude.
• Knowledge of Collections Regulations.

Communication, Analytics.