Member Debt Representative -Intermediate

Why USAA?

Let’s do something that really matters.

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation’s military, but we all share in the mission to give back to those who did. We’re working as one to build a great experience and make a real impact for our members.

We believe in our core values of honesty, integrity, loyalty and service. They’re what guides everything we do – from how we treat our members to how we treat each other. Come be a part of what makes us so special!

We are seeking a dedicated Member Debt Representative for our San Antonio Office.

This position is a hybrid work type and will be based San Antonio, TX. Hybrid roles help employees gain the best of both worlds – collaborating in-person in the office and working from home when needed to achieve focused results.

Work Hours - Monday thru Thursday - 10:00 am - 6:30 pm CST
Friday-8:30 am - 5:00 pm CST

Within defined guidelines and framework, 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, non-members and/or external third parties to collect and resolve delinquent accounts. Accounts are handled and worked in accordance with operational standards.

The Opportunity

What you'll do:

• 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.
• Under close supervision, performs individual member needs assessment to quickly determine the member's reason for delinquency and provide customized solutions and advice to improve their financial security.
• Uses established procedures to carry out and resolve non-complex delinquency work assignments and conducts member research as necessary.
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
• 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.
• Collaborates with team members to resolve issues and identify appropriate issues for escalation.
• Follows all applicable local, state, and national laws and regulations surrounding the collection industry and within USAA standards.
• With close supervision, negotiates mutually satisfactory payment arrangements within defined guidelines.
• 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:

• Strong verbal and written communication skills.
• High School Diploma or General Equivalency Diploma required.
• 1 year of combined customer contact, sales, or collections experience in the financial services industry.

What sets you apart:

• 1 year of experience servicing consumer loans, credit cards, and home equity lines of credit that are in a bankruptcy, part of an estate of a deceased customer/member, and are in charged off status.
• 1 year of inbound call center experience.

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.

What we offer:

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. The salary range for this position is: $43,750.00- $65,640.00.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

Benefits: At USAA our employees enjoy best-in-class 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, please visit our benefits page on USAAjobs.com.

Relocation assistance is not available for this position.

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.