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Director, Member Advocacy

Company: USAA
Location: Gilbert
Posted on: September 14, 2019

Job Description:

Purpose of Job We are currently seeking talented Director, Member Relations for our San Antonio, TX or Phoenix, AZ facilities. Leads a team of Managers and Advocates who are tasked with ensuring compliant complaint handling, at the highest level, to include escalated and sensitive customer issues for USAA Bank. A strong focus with deep business acumen on compliance and member experience is required. Directs the Advocacy teams and processes within the CoSA, dedicated to timely, accurate and appropriate responses to complex issues identified through any channel and consumer/regulatory complaints as well as communications addressed to USAA's executive management group, Chairman and Board of Directors. Stays abreast of industry issues and CoSA strategic plan to evaluate responses and solutions to complex issues presented to reflect the changing market/competitive conditions, while maintaining compliance with policies, procedures, and regulations. Oversees execution of process improvements, strategic planning and organizational process change. Manages all departmental metrics and dashboards. Job Requirements * Directs complex complaint resolution and intake processes to ensure that appropriate KPIs and member advocacy goals are met.
* Facilitates strategic and operational planning and implementation processes to ensure that member relations advisors are knowledgeable of processes, goals, objectives and strategies.
* Provides training for employees and oversees their development and career progression.
* Monitors, coordinates, documents, and communicates progress toward achievement of objectives, strategies, and action plan results.
* Communicates directly with members on escalated matters.
* Works directly with senior management to ensure consistent, timely, accurate and appropriate handling of issues.
* Ensures that appropriate skill is used to respond on behalf of USAA's executive management group regarding escalated communications.
* Serves as a liaison to legal, compliance, risk, audit, supplier governance, and lines of business operations to ensure internal and external regulatory reporting requirements are maintained.
* Provides leadership and project support for operational and business model changes that impact CEO Member Relations and related process.
* Participates in the planning and oversight of member relations support at the Annual Members' Meeting.
* Serves as a Process owner for department and enterprise processes.
* Manages metrics, provides insights and reporting on complaint trends, including drafting white papers.
* Provides appropriate governance over Enterprise Complaints Registry data.
* Provides direct oversight over audits, assessments, RCSA, tracking project portfolio and quality assurance program. Minimum Requirements * Bachelor's Degree OR 4 additional years of related experience beyond the minimum required may be substituted in lieu of a degree
* 8 or more relevant experience in a financial services operating environment
* 3 or more years management or leadership experience.
* 2 years of experience handling escalations and conflict resolution.
* Qualifications may warrant placement in a different job level.* 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 * 3+ years complaints management experience that includes the implementation of complex initiatives and development of policies, procedures and training
* Proven experience collaborating with business partners and leveraging complaints intelligence to identify emerging risks, issues, and drive continuous improvements
* Demonstrated knowledge of the regulatory environment within the financial services industry; OCC, FED, CFPB, FDIC
* 5+ years of large financial institution/retail banking experience
* Strong executive presence
* Selected candidates will attend and complete the Management Development School program in San Antonio, TX, during their first six months in position.* 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. At USAA our employees enjoy one of the best benefits packages in the business, including a flexible business casual or casual dress environment, comprehensive medical, dental and vision plans, along with wellness and wealth building programs. Additionally, our career path planning and continuing education will assist you with your professional goals. USAA also offers a variety of on-site services and conveniences to help you manage your work and personal life, including seven cafeterias, two company stores and three fitness centers. Relocation assistance is available for this position.

Keywords: USAA, Gilbert , Director, Member Advocacy, Executive , Gilbert, Arizona

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