Customer Service Advisor (SAN ANTONIO)

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.

We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

The Opportunity

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.

Our Manager, Financial Operations develops and motivates staff responsible for activities related to financial operations and aligned with the attainment of department goals. Provides financial operations knowledge in support of the team’s day-to-day activities. Accountable for the implementation of business plans in compliance with all prescribed policies, procedures, and regulations. Represents the department on initiatives and projects.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based in San Antonio, TX.

Relocation assistance is not available for this position.

What you'll do:

• Manages staff responsible for processing financial transactions to include payments, transfers, and receivable transactions. Ensures transactions are processed within the appropriate system in a compliant and timely manner.
• Responsible for providing direction and assistance to staff in the fulfillment of financial operations ensuring all transactions are in adherence with Federal regulations, policies and procedures.
• Assesses training requirements and determines individual training needs.
• Maintains comprehensive knowledge of applicable systems utilized in daily functions and operations.
• Advises staff on complex procedures and decisions. Researches and resolves escalated issues for member accounts. Partners with third-parties to inquire on information required for escalation resolution. 
• Monitors productivity through reporting. Analyzes workflow and processes to identify and implement improvements to gain efficiency.
• Responsible for coordinating the documentation review of all processes and procedures for the team to ensure up to date. Makes recommendations to improve processes.
• Represents and leads the department on various committees, projects, and initiatives providing the financial operations perspective.
• Compiles, analyzes, and prepares reporting data on volumes, hours, and staffing for tracking, trending or planning purposes.
• Develops staff to maximize resource productivity to ensure defined business goals and objectives are met.
• Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
• 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:

• Bachelor's degree; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 6 years of financial services experience related to processing financial transactions.
• 2 years of direct team lead or management experience required.
• Advanced knowledge in Microsoft Office applications and applicable systems such as payment processing systems, accounts payable/receivables processes or similar.
• Previous experience in money movement transaction processing or Financial Institution regulatory compliance.
• Proven ability to build effective cross-functional relationships with employees of various levels throughout the organization.

What sets you apart:

• Experience managing Accounts Receivable teams.
• Experience across incoming payments process for P&C and Life Insurance products.
• Risk management and process optimization experience.
• Knowledge of BASE, ALIP, HAL, Guidewire, SAP, FIS and STRIPE a plus.
• Experience with automating manual processes.

Compensation range: The salary range for this position is: $77,120- $147,390.

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.