Advocacy Advisor II

Responsibilities

• Provide 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.
• Examine the work performed by stakeholders and vendor partners for any process or service failures identified within moderately complex complaints.
• Execute the end‑to‑end lifecycle to resolve logged consumer complaints and deliver outcomes verbally or written to complainants, leadership, and, on occasion, to regulators.
• Collaborate with stakeholders to apply knowledge of function or line of business products, services, and processes to serve as a resource and advocate in the resolution of complaints.
• Identify business process opportunities and develop summaries to mitigate risks and elevate process gaps.
• Communicate effectively in multiple platforms with complainants, executives, legal, other internal and external stakeholders.

• Bachelor’s Degree; OR 4 years of relevant education and/or experience.
• 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 escalations in financial services.
• Active business specific licenses and state registrations as required.
• 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.

Demonstrates expertise in conflict resolution and effective communication within the financial services industry, ensuring compliance and timely resolution of consumer complaints. Proficient in analyzing processes and collaborating with stakeholders to identify and mitigate risks.

• Active Business Specific Licenses
• State Registrations