Purpose of Job

USAA is looking for a passionate Director, Bank Advocacy to work in a Hybrid work environment in one of the following locations: San Antonio, TX; Charlotte, NC; or, Phoenix, AZ.

USAA values a culture that is highly collaborative, and we have found that a hybrid work type helps employees gain the best of both worlds – collaborating in-person in the office and working from home when needed to achieve focused results. The actual days onsite are resolved between each employee and the employee’s manager.

Serves as a team leader, coach, and mentor to a team of managers, responsible for leading Bank Advocacy specialists focused on resolving member complaints in the Bank. Accountable for execution of strategic and operational plans to achieve success within Key Performance and Risk Indicators. Works closely with executive management and ensures the appropriate coordination and execution of initiatives. Accountable for team performance related to compliance and risk mitigation goals as well as quality and service. Responsible for oversight and execution of leadership routines, banking regulatory and compliance requirements, as well as adherence to performance management policies and procedures.

Job Requirements

About USAA

USAA knows what it means to serve. We facilitate the financial security of millions of U.S. military members and their families. This singular mission requires a dedication to innovative thinking at every level.

Primary Responsibilities:

• Identifies and handles existing and emerging risks that stem from business activities and the job role.

• Ensures risks associated with business activities are optimally identified, measured, supervised, and controlled.

• Follows written risk and compliance policies, standards, and procedures for business activities.

• Builds and supervises a team of employees assigned to address member complaints through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.

• Demonstrates to employees delivering an exceptional member experience is the primary goal and is obtained through the highest standards of integrity, ethics, loyalty, competence, quality and fairness.

• Supports achievement of business objectives through effective management of resources and enhances the positive impact of information and technology on business operations and member experience delivery.

• Eliminates roadblocks to complete initiatives and ensures the effectiveness of implementation of Bank operational and strategic plans.

• Implements and monitors processes and performance standards for resolving bank member complaints.

• Provides feedback for improvements to process and product owners. Removes obstacles and champions change.

• Prepares and presents updates, statuses, resolution efforts, and overall complaints completion and adherence to SLOs to executive management group.

• Actively partners with Bank leaders for consistent implementation and execution of banking member communication policies and processes.

Minimum Requirements:

• Bachelor’s degree; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree (12 years total).

• 8 years progressive banking experience to include 8 years specifically handling customer critical issues/complaints.

• 3 years of direct team lead or management experience required.

• Demonstrated experience in business communications to include developing and delivering presentations to all levels of management.

• Strong decision-making skills.

• Demonstrated experience in staffing, planning, and managing processes.

• Ability to understand, interpret and coach employees on bank regulatory and compliance requirements.

• Experience navigating multiple operating systems, simultaneously, to research and resolve member account issues.

• Demonstrated knowledge and understanding of USAA products, services, policies, and procedures.

When you apply for this position, you will be required to answer some initial questions. This will take approximately 5 minutes. Once you begin the questions you will not be able to finish them at a later time and you will not be able to change your responses.

Preferred Experience:

• 5-10 years recent experience in retail banking

• 5-7 years recent people management experience

• 8+ years recent complaint management experience including experience conducting complaint investigations

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.

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 position. The salary range for this position is: $97,200-$175,000*.

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

*Geographical Differential: Geographic pay differential is additional pay provided to eligible employees working in locations where market pay levels are above the national average.

Shift premium will be addressed on an individual basis for applicable roles that are consistently scheduled for non-core hours.

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.

To see details on our outstanding benefits, visit:

USAA Total Rewards

Relocation assistance is not available for this position.