Member Debt Representative II

Job Description

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
We are seeking a dedicated Member Debt Representative for our Phoenix, AZ office to understand members’ needs and deliver 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.
This position is a hybrid work type and is based in Phoenix, AZ. Hybrid roles help employees gain the best of both worlds – collaborating in-person in the office and working from home when needed to achieve focused results.
Work Hours - Monday - Thursday - 9:00 am - 6:00 pm MST, Rotating Friday and Saturdays - 6:00 am - 12:00 pm MST.
Daylight Savings time Monday - Thursday - 8:00 am - 5:00 pm - Rotating Friday and Saturdays - 5:00 am - 11:00 am

The Opportunity

What you'll do:

• Identify and manage existing and emerging risks that stem from business activities and the job role.
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled.
• Follow written risk and compliance policies, standards, and procedures for business activities.
• Uses established procedures to carry out and resolve non-complex delinquency work assignments and conducts member research as necessary.
• Make 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, perform 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, negotiate mutually satisfactory payment arrangements within defined guidelines.
• Follow all applicable local, state, and national laws and regulations surrounding the collection industry and within USAA standards.
• Under close supervision, complete required account verification and account maintenance. Document all pertinent customer contact information and updates collection attempts/call results into the appropriate database.
• Collaborate with team members to resolve issues and identify appropriate issues for escalation.

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.

What sets you apart:

• 2 years collection experience in the Financial Service industry
• 1 year experience in Loss mitigation
• Experience with Consumer Loans and Credit Cards

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: $43,750.00 - $65,640.00.

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.

Relocation assistance is not available for this position.

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.