Intermediate Member Debt Representative
Posted 2025-08-15
Remote, USA
Full Time
Immediate Start
About the position
As a dedicated Intermediate Member Debt Representative, 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. This position can work remotely in the continental U.S. with occasional business travel. Relocation assistance is not available for this position. 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.).
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
As a dedicated Intermediate Member Debt Representative, 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. This position can work remotely in the continental U.S. with occasional business travel. Relocation assistance is not available for this position. 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.).
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