Intermediate Member Debt Representative

Remote, USA • Full-time • Posted 2026-05-04

About the position

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.

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.