Member Advocacy Advisor I - Life

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

What You'll Do

• Investigate and resolve moderately complex to complex Life and Investment member complaints, including those submitted through regulatory agencies.

• Conduct thorough research and collaborate with internal and external partners to determine appropriate resolutions.

• Identify process breakdowns, service issues, or regulatory concerns that may have contributed to member complaints.

• Partner with Legal, Compliance, Operations, and other stakeholders to ensure accurate and compliant outcomes.

• Prepare clear and concise written communications detailing findings, root cause analysis, and resolutions.

• Communicate resolutions to members and regulatory agencies with professionalism, empathy, and confidence.

• Serve as a subject matter expert and resource for follow-up questions and escalations.

• Manage a dynamic workload while consistently meeting regulatory deadlines and service-level expectations.

• Identify trends, compliance gaps, and process improvement opportunities and escalate recommendations when appropriate.

• Support a strong risk and compliance culture by adhering to company policies and regulatory requirements.

What you have

• Bachelor's degree OR 4 years of relevant education and/or professional experience.

• 4+ years of experience in the life insurance and/or investment industry.

• 2+ years of experience handling escalations, complaints, or conflict resolution.

• Ability to communicate effectively with members, executives, regulators, and internal stakeholders.

• Experience working in a Windows-based environment and managing multiple priorities simultaneously.

• Strong attention to detail, analytical thinking, and organizational skills.

Licensing Requirement

• FINRA Series 7 or Group 1 Life & Health License required (or ability to obtain within 90 days of hire).

What sets you apart

• Knowledge of life insurance and investment products.

• Familiarity with applicable regulatory requirements, complaint management standards, and industry best practices.

• Experience researching complex issues and developing fact-based resolutions.

• Demonstrated ability to handle sensitive conversations with professionalism, empathy, and sound judgment.

Why Join Us?

At USAA, you'll have the opportunity to advocate for members during critical moments, influence positive change across the organization, and work alongside professionals committed to excellence, integrity, and service.

If you're ready to turn complex challenges into meaningful solutions and make an impact for our members, we'd love to hear from you.

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.