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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.
As a dedicated Member Debt Representative II, you will, within defined guidelines and framework, be responsible for understanding members’ needs and delivering 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.
We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position is based in San Antonio, TX or Phoenix , AZ
Relocation assistance is not available for this position.
Monday-Thursday 7:00am – 9:00pm CST
Friday-Sat 7:00am-5:30pm
Use established procedures to carry out and resolve non-complex delinquency assignments and conducts member research as necessary.
Makes 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.
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Under close supervision, performs 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, negotiates mutually satisfactory payment arrangements within defined guidelines.
Follows all applicable local, state, and national laws and regulations surrounding the collection industry and within USAA standards.
Under close supervision, completes required account verification and account maintenance. Documents 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.
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
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.
6+ months working at USAA in Member Debt as an Onshore: Financial Operations Junior.
Proven record of strong attendance, quality, and performance metrics
US military experience through military service or a military spouse/domestic partner
Empowering military members to achieve financial security.
Visit company websiteJobs and hiring trendsUSD 43680-63770 yearly / year
Full-time
Entry · 1+ years experience
Hybrid
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