Member Debt Representative II

• Understand members’ needs and deliver personalized solutions and education to improve their financial security
• Communicate with members, non-members, and external third parties to collect and resolve delinquent accounts
• Use established procedures to resolve non-complex delinquency assignments and conduct member research
• Make outbound calls to delinquent members across all USAA product lines using automated and manual dialing
• Attempt to collect payments or arrange payment plans using telephone collection techniques
• Conduct member needs assessments and provide customized solutions and advice
• Negotiate mutually satisfactory payment arrangements within defined guidelines
• Follow applicable local, state, and national collection laws and regulations
• Complete account verification and maintenance
• Document customer contact information and update collection attempts and call results in the appropriate database
• Collaborate with team members to resolve issues and identify matters for escalation
• Identify, measure, monitor, and control risks in accordance with risk and compliance policies

• 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
• 6+ months working at USAA in Member Debt as an Onshore:
  Financial Operations Junior
• Proven record of strong attendance, quality, and performance metrics
• US military experience through military service or a military spouse/domestic partner
• Must not require immigration support or visa sponsorship now or in the future
• Employees who live within 60 miles of a USAA office must work on-site four days a week

Demonstrates expertise in member needs assessment and personalized financial solutions, with a strong focus on compliance with collection laws and regulations. Proven ability to communicate effectively and negotiate payment arrangements while maintaining high performance metrics.

• Customer Contact Experience
• Financial Services Industry Knowledge
• Verbal And Written Communication Skills
• Negotiation Skills
• Risk And Compliance Awareness

• Collections Techniques
• Account Verification
• Payment Arrangement Negotiation
• Delinquency Resolution
• Member Research

• Collaboration
• Problem-Solving
• Customer Service Orientation

• High School Diploma
• General Equivalency Diploma

• Financial Security
• Delinquent Accounts
• USAA Product Lines
• Collection Laws
• Risk Management

• Database Management
• Automated Dialing Systems