Job Description

Why USAA? At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the 1 choice for the military community and their families. Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful. The Opportunity As a dedicated Associate Consumer Account Specialist, you will, within defined guidelines and framework, provide member service for consumer bank accounts. You will also perform transaction processing through Omni-channels for various bank products, ensure transactions are accurate and responsible for providing quality service within compliance requirements, and partner with other cross-functional teams to research, analyze, and resolve member account or loan maintenance problems. This job profile is designated as a Sensitive Position. Sensitive Positions are those positions in which individuals have the authority and ability to conduct in-scope activities (movement of USAA or Member funds) as defined within the Enterprise Sensitive Positions Mandatory Time-Away Compliance Policy. Employees in Sensitive Positions are required to fulfill a Mandatory Time-Away (MTA) requirement of 10 consecutive business days each calendar year. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: Phoenix, AZ. Relocation assistance is not available for this position. Office Hours: Training: 8:00am-4:30pm MST Regular Schedule 9:30am -6:00pm PHX Time What you'll do: Performs basic maintenance, research, and resolution of member accounts within established processes. Updates member account information on various Bank products that may include Credit Card, Deposit, Consumer Loan, Home Equity Loans and Archived Accounts. Contacts member for additional and/or missing information, provides status and/or final resolution, as requested. Meets member satisfaction objectives. Reviews account documentation to ensure compliance with USAA, State and Federal regulations and policies. Seeks guidance from team members to resolve issues and identifies appropriate issues for escalation. Prepares required paperwork and prepares packages for mailing. 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. Up to 1 year of customer contact experience in Banking or Financial Services Call Center environment. Basic knowledge of bank products, online banking, mobile banking applications, banking cards, etc. required. Basic understanding of Bank related legal and regulatory requirements. Foundational knowledge of Windows operating system environment and Microsoft Office tools. What sets you apart: 1 year AML experience 1 year USAA Banking experience 1 year inbound/outbound call center experience Currently pursuing or completed ACAMS Certification US military experience through military service or a military spouse/domestic partner Compensation range: The salary range for this position is: $43,680.00 - $59,980.00 . USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.) 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. Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors. 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. 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, 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.

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