Member Relations Lead

USAA

MR Lead Advisor at USAA handling and resolving complex regulatory complaints. Leading team projects while ensuring compliance with laws and regulations.

Posted 7/24/2026full-timeSan Antonio • Arizona, Colorado, Florida, North Carolina, Texas • 🇺🇸 United StatesSenior💰 $77,120 - $147,390 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in complaint management, conflict resolution, and process improvement within a financial services operational environment. Proficient in business communications, regulatory compliance, and team leadership to achieve organizational metrics and enhance customer satisfaction.

Highest-signal resume keywords

Complaint ManagementConflict ResolutionProcess ImprovementBusiness CommunicationsTeam Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complaint HandlingRegulatory ComplianceProcess ImplementationProject ManagementPerformance Management

Soft Skills

CoachingInfluencingAttention to DetailCommunication

Tools & Technologies

Communication PlatformsPerformance Metrics

Industry Keywords

Financial ServicesCustomer ResolutionOperational EffectivenessRisk ManagementUS Military Experience

About the role

Key responsibilities & impact

Applies expert knowledge of line of business products, services, and processes to serve as a subject matter resource in the assessment of complaint program risks and opportunities across multiple technologies and business goals
Leads activities in support of servicing of complaints/inquiries through monitored channels within the organization, providing recommendations to the strategy, performance management, and consistent handling
Distributes workload, oversees controls oversight, monitors telephone adherence, coaches, and motivates the team to adhere to their responsibilities to achieve organizational metrics
Leads team projects, initiatives, presentations, and/or events and action plans; reviews, prepares, and approves written responses, member profiles, and executive summaries that meet established standards of appearance and content to represent USAA's executive management group
Manages and resolves complex complaints and inquiries to assist the team in resolution activities
Identifies opportunities to mitigate risks including process and procedure gaps and ensures timely changes are made; makes recommendations related to tactical strategies, performance, workload, technology, and operational effectiveness of complaint handling
Applies expert knowledge for strategic and operational planning and process implementation to ensure that CEO Member Relations advisors are adequately trained, knowledgeable of process, goals, objectives, and strategies to successfully achieve metrics and action plan results
Assists the team by assuming responsibility for complex complaints/inquiries through various processes and channels to ensure the needs of complainants are met and is a proxy for management including taking over escalated calls from advisors
Demonstrates advanced knowledge of current policies, procedures, regulatory guidelines and enterprise complaint standards
Facilitates communications with leadership and provides summaries of findings
Leads activities to support the Annual Members' Meeting
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Requirements

What you’ll need

Bachelor's degree; OR 4 years of relevant education and/or experience
8 years of experience in a financial services operational environment with relevant experience managing complex customer resolution of issues, escalations, and/or complaints
Advanced experience in conflict resolution and/or de-escalation of complex inquiries and complaints that may have regulatory implications
Advanced experience in business communications and summarizing root cause findings of complex complaints and creating and delivering presentations to all levels of management
Proven experience influencing, coaching others, and playing a lead role in a highly complex environment while maintaining attention to detail
Strong understanding of communication platforms and complaint channels and knowledge of applicable policies, procedures, and regulations
Strong experience prioritizing, influencing and coaching others on assigned subject matter areas
Extensive experience with process improvement and/or project and program management experience
US military experience gained through military service or gained as a military spouse / domestic partner

Benefits

Comp & perks

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
various wellness programs
career path planning and continuing education