Member Debt Representative -Intermediate

Why USAA?

Let’s do something that really matters.

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

As a dedicated Member Debt Specialist you will, within defined guidelines and framework, 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.

We offer a flexible work environment that requires an individual to be in the office 3 days per week. This position will be based in Phoenix, AZ,.

Relocation assistance is not available for this position.

Work Schedule - Monday - Thursday 7:00 am - 11:00 pm CST.

Friday/Saturday-7:00 am - 5:30 pm 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.

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.

What we offer:

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. The salary range for this position is: $43,000.00 - $67,030.00.

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

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 and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, national origin, age, disability, genetic information, protected veteran status, or any other legally protected characteristic.