Job Information
USAA Executive, Bank Complaint Management in Plano, Texas
Why USAA?
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!
The Opportunity
Accountable for defining the overall complaint strategy to ensure a strong infrastructure exists as it relates to Bank end to end complaint handling. Defines the operating strategies, policies, and procedures aimed at achieving operational effectiveness, efficiency and compliance. Develops the strategy roadmap and portfolio of initiatives to ensure the continued evolution of best in class member experience utilizing advocacy teams, member feedback analytics and external benchmarking services, and partnering with enterprise teams, service quality teams and additional internal stakeholders to reduce member service gaps. Responsible for identifying, developing and leading complaint initiatives, and reporting trends and results to the USAA Bank leadership and USAA boards.
This position can work remotely in the continental U.S. with occasional business travel.
What you'll do :
Accountable for identifying, tracking and prioritizing trends and insights gained through member feedback and sentiment, benchmarking of competitors and member research, and partners with responsible parties to close member experience gaps.
Identifies and reports performance targets that track overall member experience and sentiment regarding Bank products and channels.
Develops and drives business strategies and tactics, providing direction and executive thought leadership regarding member experience and reputation.
Owns the Bank member experience strategic roadmap.
Briefs Bank President, Board of Directors, senior executives, CEO, Executive Council and senior management on member trends, reputational risks, action plans and resolution.
Proactively analyzes member sentiment and root cause dissatisfiers.
Articulates member experience and business opportunity improvements and takes appropriate action to influence prioritization and implementation of process improvements.
Identifies, quantifies and communicates member experience opportunities to included potential reputational impacts within products, channels or services, with oversight for the execution of service improvements, prioritization and implementation.
Coordinates with Bank Product Line Leaders and product management and operations teams for rapid execution of programs and projects benefiting member experiences.
Collaborates with enterprise member feedback community to achieve common analytical standards, best-in-class insights deliverables, and Year Over Year growth in the quantifiable impact of insights.
Provides executive oversight on cross-functional teams to generate consumer motivation based on experience insights, and to translate these insights into brand and communication strategies and business building activation ideas.
Responsible for the timely and accurate responses, resolutions and tracking of consumer and regulatory complaints.
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:
Minimum Education:
- 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.
Minimum Experience:
10 years of progressive Member Advocacy or Complaint Resolution and member satisfaction and loyalty experience developing strategies, managing major process/operational initiatives and delivering results to optimize the customer/member experience.
6 or more years of people leadership experience in building, managing and/or developing high-performing teams required.
5 years of experience developing strategy for and executing very large-scale programs requiring data analytics and driving enterprise wide improvements related to customer/member experience.
Subject Matter Expert in Complaint Industry practices and Member Advocacy or Complaint Resolution compliance and regulatory standards.
Extensive experience and deep understanding of banking regulatory environment, regulatory requirements, and application of compliance-related policies and procedures.
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: $188,330 - 338,990
Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the USAA Board of Directors.
Long Term Incentive Plan: Cash payment for Executive level roles only, representing a cash payment which is both time and performance based.
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.
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.
If you are an existing USAA employee, please use the internal career site in OneSource to apply.
Please do not type your first and last name in all caps.
Find your purpose. Join our mission.
USAA is unlike any other financial services organization. The mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. We do this by upholding the highest standards and ensuring that our corporate business activities and individual employee conduct reflect good judgment and common sense, and are consistent with our core values of service, loyalty, honesty and integrity.
USAA attributes its long-standing success to its most valuable resource: our 35,000 employees. They are the heart and soul of our member-service culture. When you join us, you'll become part of a thriving community committed to going above for those who have gone beyond: the men and women of the U.S. military, their associates and their families. In order to play a role on our team, you don't have to be connected to the military yourself – you just need to share our passion for serving our more than 13 million members.
USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.
USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.