Executive, Bank Complaint Management
Company: USAA
Location: Colorado Springs
Posted on: May 18, 2024
Job Description:
Why USAA?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 OpportunityAccountable for defining the
overall complaint strategy to ensure a strong infrastructure exists
as it relates to Bank end to end complaint handling. Defines the
operating strategies, policies, and procedures aimed at achieving
operational effectiveness, efficiency and compliance. Develops the
strategy roadmap and portfolio of initiatives to ensure the
continued evolution of best in class member experience utilizing
advocacy teams, member feedback analytics and external benchmarking
services, and partnering with enterprise teams, service quality
teams and additional internal stakeholders to reduce member service
gaps. Responsible for identifying, developing and leading complaint
initiatives, and reporting trends and results to the USAA Bank
leadership and USAA boards.This position can work remotely in the
continental U.S. with occasional business travel.What you'll
do:
- Accountable for identifying, tracking and prioritizing trends
and insights gained through member feedback and sentiment,
benchmarking of competitors and member research, and partners with
responsible parties to close member experience gaps.
- Identifies and reports performance targets that track overall
member experience and sentiment regarding Bank products and
channels.
- Develops and drives business strategies and tactics, providing
direction and executive thought leadership regarding member
experience and reputation.
- Owns the Bank member experience strategic roadmap.
- Briefs Bank President, Board of Directors, senior executives,
CEO, Executive Council and senior management on member trends,
reputational risks, action plans and resolution.
- Proactively analyzes member sentiment and root cause
dissatisfiers.
- Articulates member experience and business opportunity
improvements and takes appropriate action to influence
prioritization and implementation of process improvements.
- Identifies, quantifies and communicates member experience
opportunities to included potential reputational impacts within
products, channels or services, with oversight for the execution of
service improvements, prioritization and implementation.
- Coordinates with Bank Product Line Leaders and product
management and operations teams for rapid execution of programs and
projects benefiting member experiences.
- Collaborates with enterprise member feedback community to
achieve common analytical standards, best-in-class insights
deliverables, and Year Over Year growth in the quantifiable impact
of insights.
- Provides executive oversight on cross-functional teams to
generate consumer motivation based on experience insights, and to
translate these insights into brand and communication strategies
and business building activation ideas.
- Responsible for the timely and accurate responses, resolutions
and tracking of consumer and regulatory complaints.
- 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:Minimum Education:
- 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.Minimum Experience:
- 10 years of progressive Member Advocacy or Complaint Resolution
and member satisfaction and loyalty experience developing
strategies, managing major process/operational initiatives and
delivering results to optimize the customer/member experience.
- 6 or more years of people leadership experience in building,
managing and/or developing high-performing teams required.
- 5 years of experience developing strategy for and executing
very large-scale programs requiring data analytics and driving
enterprise wide improvements related to customer/member
experience.
- Subject Matter Expert in Complaint Industry practices and
Member Advocacy or Complaint Resolution compliance and regulatory
standards.
- Extensive experience and deep understanding of banking
regulatory environment, regulatory requirements, and application of
compliance-related policies and procedures.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 position. The salary
range for this position is: $188,330 - 338,990Employees may be
eligible for pay incentives based on overall corporate and
individual performance or at the discretion of the USAA Board of
Directors.Long Term Incentive Plan: Cash payment for Executive
level roles only, representing a cash payment which is both time
and performance based.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.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.
Keywords: USAA, Parker , Executive, Bank Complaint Management, Executive , Colorado Springs, Colorado
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