Intermediate Member Debt Representative

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.

The Opportunity

As a dedicated Intermediate Member Debt Representative on the SPU team, you will, within defined guidelines and framework, be 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.

This position can work remotely in the continental U.S. with occasional business travel.

Relocation assistance is not available for this position.

Department Hours:

Monday - Friday 7:00am-6:00pm CST

What you'll do:

• Uses established procedures to carry out and resolve non-complex delinquency work assignments and conducts member research as necessary.
• 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.
• 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.
• With close supervision, negotiates mutually satisfactory payment arrangements within defined guidelines.
• Follows all applicable local, state, and national laws and regulations surrounding the collection industry and within USAA standards.
• 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.
• Collaborates with team members to resolve issues and identify appropriate issues for escalation.
• 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:

• 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.

What sets you apart:

• 18 months experience working in the USAA Specialty Phone Unit (SPU) inbound call center
• 18 months experience servicing loans & credit cards in charge off status, bankruptcy status, and accounts in an estate of deceased member. All 3 work-experiences (charge off, bankruptcy, and estate) will be strongly considered.
• US military experience through military service or a military spouse/domestic partner

Compensation range: The salary range for this position is: $43,680.00 - $63,770.00.

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.

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

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.

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, visit our benefits page on USAAjobs.com

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

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.