Advocacy Advisor II

USAA

Advocacy Advisor II providing compliant responses to complaints for USAA. Collaborating with stakeholders to address member issues while maintaining documentation and process improvements.

Posted 7/18/2026full-timeSan Antonio • Arizona, Colorado, Florida, Texas • 🇺🇸 United StatesJuniorMid-Level💰 $51,370 - $89,370 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in conflict resolution and effective communication within the financial services industry, ensuring compliance and timely resolution of consumer complaints. Proficient in analyzing processes and collaborating with stakeholders to identify and mitigate risks.

Highest-signal resume keywords

Conflict ResolutionCustomer Service ExperienceEffective CommunicationProcess ImprovementFinancial Services Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complaint ResolutionDocumentationResearching IssuesAttention to DetailMulti-tasking

Soft Skills

Verbal CommunicationWritten CommunicationCollaborationProactive Engagement

Certifications & Qualifications

Active Business Specific LicensesState Registrations

Industry Keywords

Financial ServicesFraudInsuranceRegulatory ComplianceStakeholder Engagement

About the role

Key responsibilities & impact

Provide timely, accurate and compliant responses for complaints identified and addressed to USAA's Executive Management Group, Chairman and Board of Directors, general consumers, and/or regulatory agencies
Examine the work performed by stakeholders and vendor partners for any process or service failures identified within moderately complex complaints
Execute the end-to-end lifecycle to resolve logged consumer complaints and deliver outcomes verbally or written to complainants, leadership, and, on occasion, to regulators
Collaborate with stakeholders to apply knowledge of Function or Line of Business products, services, and processes to serve as a resource and advocate in the resolution of complaints
Identify business process opportunities and develop summaries to mitigate risks and escalate process gaps
Communicate effectively in multiple platforms with complainants, executives, legal, other internal and external stakeholders

Requirements

What you’ll need

Bachelor’s Degree; OR 4 years of relevant education and/or experience
2 years of relevant customer service experience in a financial services, fraud, or insurance industry
2 years of demonstrated experience in conflict resolution and documentation to include researching and resolving complainant issues and member escalations in financial services
Active business specific licenses and state registrations as required
Demonstrated experience in difficult verbal communications and developing written communications through open discussion and proactive business partner engagement
Experience multi-tasking and prioritizing in a fast-paced working environment ranging in complexity, while maintaining attention to detail.

Benefits

Comp & perks

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
Various wellness programs
Career path planning and continuing education assists employees with their professional goals