Intermediate Member Debt Representative

About the position Responsibilities • Uses established procedures to carry out and resolve non-complex delinquency work 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. • 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. • Collaborates with team members to resolve issues and identify appropriate issues for escalation. • Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures. Requirements • 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. Nice-to-haves • 2+ years experience within MDS Mainstream at USAA • US military experience through military service or a military spouse/domestic partner Benefits • 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 Apply tot his job Apply To this Job