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 Now
Apply Now
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 Now
Apply Now