Business Advisor I (Complaints Program)

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

As a dedicated Business Advisor I within the Complaints Program, you will serve as a strategic partner responsible for identifying business challenges, analyzing complex data and processes, and delivering solutions that improve operational performance, strengthen controls, and enhance customer outcomes. You will collaborate across business, technology, risk, compliance, and operational teams to translate business needs into actionable plans, define requirements, and support the successful delivery of strategic initiatives.

In this role, you will leverage data-driven insights to identify trends, root causes, risks, and opportunities; develop recommendations that inform business decisions; and communicate findings to leadership through clear, executive-ready presentations and reporting. You will play a key role in advancing governance, operational readiness, continuous improvement, and transformation efforts while ensuring risks are effectively identified, managed, and controlled.

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: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, or Tampa, FL. Relocation is not available for this role.

• Identifies opportunities and provides guidance on procedure and process improvements to influence business optimization.
• Collaborates with enterprise partners to facilitate the development of business rules, requirements and artifacts for business projects, processes and initiatives.
• Defines acceptance criteria, requirements, provides artifacts and obtains approvals for business processes/initiatives and responsible for required documentation of business decisions.
• Coordinates with appropriate stakeholders and program/project sponsors to help ensure successful product and initiative implementation.
• Coordinates training, communications such as job aids and related activities for new processes, procedures and/or product changes.
• Conducts periodic testing against key controls and take necessary actions to address issues.
• Assists with the development and execution of operational reporting.
• Assists in the collection and documentation of business decisions in accordance with enterprise record retention standards.
• 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 relevant education and/or experience.
• 4 years of project management, process consulting, or business optimization planning experience.
• Proficient knowledge of industry technology applications such as Salesforce, SharePoint, Portal, CRM, CBS, Fiserve, KDIM, Fidelity, Metric Stream or other industry related applications.
• Demonstrated experience in developing communications and delivering key information effectively to stakeholders and all levels of management to influence decisions centered around business optimization.
• Knowledge of risk management frameworks and regulatory requirements for applicable LOB.
• Proficient knowledge of Microsoft Office tools.

What sets you apart:

• Delivers measurable business outcomes by identifying complex challenges and transforming them into actionable plans, strategic initiatives, and sustainable solutions.
• Drives informed decision-making by analyzing data, identifying trends and root causes, and developing recommendations that improve performance and mitigate risk.
• Influences executive action through clear, concise communications, presentations, and business cases that align stakeholders and accelerate results.
• Leads cross-functional initiatives that improve operational efficiency, strengthen controls, and enhance customer and business outcomes.
• Accelerates delivery and value realization through the application of Agile methodologies, including backlog management, user story development, sprint planning, and acceptance criteria definition.
• Enables successful technology solutions by translating business needs into clear requirements and fostering alignment across business, technology, risk, compliance, and operational partners.

Compensation range: The salary range for this position is: $69,920 - $133,620 .

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.