Consumer Account Specialist II

Job Description

Purpose of Job

This individual will serve on a team of experienced MSRs as part of a newly formed Bank Operations (Consumer Fulfillment) AML/KYC/EDD research and resolution team. This individual will support compliance of the Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC), USA PATRIOT Act, and other anti-money laundering program requirements.
Provides member service and performs transaction processing through various channels (e.g. phone, email, and fax) and Consumer Loan products. Researches, analyzes, and resolves member account or loan maintenance problems.
We are currently seeking a talented Consumer Account Specialist II for the Phoenix Office.

Job Requirements

• Proficient in performing basic maintenance, research, and resolution of member accounts.
• Updates account information.
• Responsible for moderately complex to complex account maintenance requests.
• Identifies and researches missing information.
• Contacts members for additional information and/or provides status and final resolution, as requested.
• Reviews and audits account documentation to ensure compliance with policies, guidelines, and regulatory and state requirements.
• Communicates with 3rd party agencies and/or members to obtain and /or provide necessary information to complete request.
• Prepares required paperwork and prepares packages for mailing.
• May participate in ad-hoc seasonal business activities.

Requirements

• High School Diploma General Equivalency Diploma
• 1 or more years of customer contact experience in a sales, military, or call center environment via telephone, e-mail, and/or face-to-face
• Developing knowledge of Windows operating system environment and Microsoft Office tools. Basic knowledge of job specific systems and tools (e.g., Portal, Fidelity, FDR, etc.).

*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 able to change your responses.

Preferred

• 2 or more years of industry related customer contact experience in a Banking / Financial Services institution.
• Experience in back-office operations/consumer fulfillment processes and procedures
• Experience with outbound calling operations, high-risk authentication procedures, and member escalations
• Some knowledge of Anti-Money Laundering (AML), Know Your Customer (KYC), and Enhanced Due Diligence (EDD) processes and procedures in a retail banking environment

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 package 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.

Relocation assistance is not available for this position.

For Internal Candidates:

Must complete 12 months in current position (from date of hire or date of placement), or must have manager’s approval prior to posting.

Last day for internal candidates to apply to the opening is 08/26/19 by 11:59 pm CST time .