SanAntonioTXRecruiter Since 2001
the smart solution for San Antonio jobs

Director, Member Advocacy

Company: USAA
Location: San Antonio
Posted on: September 14, 2019

Job Description:

Purpose of Job We are currently seeking talented Director, Member Relations for our San Antonio, TX or Phoenix, AZ facilities. Leads a team of Managers and Advocates who are tasked with ensuring compliant complaint handling, at the highest level, to include escalated and sensitive customer issues for USAA Bank. A strong focus with deep business acumen on compliance and member experience is required. Directs the Advocacy teams and processes within the CoSA, dedicated to timely, accurate and appropriate responses to complex issues identified through any channel and consumer/regulatory complaints as well as communications addressed to USAA's executive management group, Chairman and Board of Directors. Stays abreast of industry issues and CoSA strategic plan to evaluate responses and solutions to complex issues presented to reflect the changing market/competitive conditions, while maintaining compliance with policies, procedures, and regulations. Oversees execution of process improvements, strategic planning and organizational process change. Manages all departmental metrics and dashboards. Job Requirements * Directs complex complaint resolution and intake processes to ensure that appropriate KPIs and member advocacy goals are met.
* Facilitates strategic and operational planning and implementation processes to ensure that member relations advisors are knowledgeable of processes, goals, objectives and strategies.
* Provides training for employees and oversees their development and career progression.
* Monitors, coordinates, documents, and communicates progress toward achievement of objectives, strategies, and action plan results.
* Communicates directly with members on escalated matters.
* Works directly with senior management to ensure consistent, timely, accurate and appropriate handling of issues.
* Ensures that appropriate skill is used to respond on behalf of USAA's executive management group regarding escalated communications.
* Serves as a liaison to legal, compliance, risk, audit, supplier governance, and lines of business operations to ensure internal and external regulatory reporting requirements are maintained.
* Provides leadership and project support for operational and business model changes that impact CEO Member Relations and related process.
* Participates in the planning and oversight of member relations support at the Annual Members' Meeting.
* Serves as a Process owner for department and enterprise processes.
* Manages metrics, provides insights and reporting on complaint trends, including drafting white papers.
* Provides appropriate governance over Enterprise Complaints Registry data.
* Provides direct oversight over audits, assessments, RCSA, tracking project portfolio and quality assurance program. Minimum Requirements * Bachelor's Degree OR 4 additional years of related experience beyond the minimum required may be substituted in lieu of a degree
* 8 or more relevant experience in a financial services operating environment
* 3 or more years management or leadership experience.
* 2 years of experience handling escalations and conflict resolution.
* 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 be able to change your responses. Preferred * 3+ years complaints management experience that includes the implementation of complex initiatives and development of policies, procedures and training
* Proven experience collaborating with business partners and leveraging complaints intelligence to identify emerging risks, issues, and drive continuous improvements
* Demonstrated knowledge of the regulatory environment within the financial services industry; OCC, FED, CFPB, FDIC
* 5+ years of large financial institution/retail banking experience
* Strong executive presence
* Selected candidates will attend and complete the Management Development School program in San Antonio, TX, during their first six months in position.* 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 packages 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. USAA also offers a variety of on-site services and conveniences to help you manage your work and personal life, including seven cafeterias, two company stores and three fitness centers. Relocation assistance is available for this position.

Keywords: USAA, San Antonio , Director, Member Advocacy, Executive , San Antonio, Texas

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category

Other Executive Jobs

IT Infrastructure Project Manager
Description: Essential Job Functions: ul li Manage information technology projects across multiple impacted areas and teams internal and external teams in various geographic locations and time zones Austin, (more...)
Company: Akshaya Inc
Location: Austin
Posted on: 09/23/2019

Commercial Lines Account Manager
Description: Commercial Lines Account Manager is a work from home position and who is a self-starter, well
Company: Patra Corp
Location: San Antonio
Posted on: 09/23/2019

Vice President, Governmental Affairs
Description: Texas REALTORS--, an Austin based professional trade organization representing approximately 125,000 members, is seeking a Vice President of Governmental Affairs responsible for the development,
Company: Texas REALTORS--
Location: Austin
Posted on: 09/23/2019

Executive Director
Description: Executive DirectorVeritas Management Group is looking for an Executive Director to become a part of our team at our newest skilled nursing center in Austin, Texas. br The Center at Parmer will be opening (more...)
Company: Veritas Management Group
Location: Austin
Posted on: 09/23/2019

General Manager in training
Description: CP Dreamworks is a small Domino's franchise located in and around Austin Texas. Our franchise was awarded rookie franchise of the south region in 2017 and we are looking for great talent now to help continue (more...)
Company: Domino's Pizza (CP Dreamworks)
Location: Leander
Posted on: 09/23/2019

Registered Nurse (RN) Case Manager - ICU - San Antonio
Description: Description SHIFT: Days rotating weekends br br SCHEDULE: Full-time br br Metropolitan Methodist Hospital Registered Nurse RN Case Manager Case Management - ICU Department FT - Days - Exempt------ (more...)
Company: Metropolitan Methodist Hospital
Location: San Antonio
Posted on: 09/23/2019

Senior Production Manager
Description: We offer unprecedented access to the word of fine spirits, flexible working hours, and the company of a young, energetic and driven team. br br Can you tell you tell Gin apart from Whisky... at least (more...)
Company: Flaviar
Location: Austin
Posted on: 09/23/2019

Director, Real Estate Integrated Quality and Performance Rewards
Description: PURPOSE OF JOB br br Oversees and manages Performance Rewards Program PRP , an incentive rewards program supporting Real Estate Mortgage Originations and Fulfillment within the Real Estate Department. (more...)
Company: USAA
Location: San Antonio
Posted on: 09/23/2019

Manager/Sr. Manager
Description: The Claro Group offers deep experience working on behalf of our clients to evaluate and quantify complex commercial claims in litigation and for insurance recoveries, conduct forensic investigations, (more...)
Company: The Claro Group
Location: Austin
Posted on: 09/23/2019

Assistant Project Manager Development
Description: Austin Developer Seeks Assistant Project Manager br The Journeyman Group is a turn-key developer in Austin, TX active in multifamily,
Company: Journeyman Group
Location: Austin
Posted on: 09/23/2019

Log In or Create An Account

Get the latest Texas jobs by following @recnetTX on Twitter!

San Antonio RSS job feeds