Looking for a job

Lila Lafferty

@lilalafferty

Executive complaints and complex resolution professional at USAA who investigated regulatory cases and processed up to 30 executive complaints in a day.

United States

Message

At USAA, I advanced through four roles, from Frontline Banking Representative to Member Advisor in the Executive Office. In corporate resolution, I investigated complex complaints involving regulatory agencies and potential litigation, reviewed cases in Pega, and prepared written responses grounded in case findings and applicable policies.

In the Executive Office, I handled complaints submitted directly to or concerning USAA executives, including the CEO. I prepared case summaries and supporting documentation, and authored or contributed to correspondence issued under executive signatures.

I was selected for USAA's Executive Surge Team, where I processed up to 30 complex cases in a single day during executive complaint surges while maintaining quality and accuracy. Earlier, as a Store Manager at WALGREENS, I oversaw daily store operations and a team of 10+ employees.

Experience

Work history, roles, and key accomplishments

Member Advisor | Executive Office

USAA

Jan 2023 - Dec 2025 (2 years 11 months)

Served on a specialized executive-facing team handling intake, documentation, triage, and routing of complaints submitted to or concerning USAA executives, including the CEO. Authored executive correspondence and handled sensitive corporate-level complaints with accuracy and discretion.

Executive correspondence Complaint Management Case Documentation Triage Routing Discrétion Written Communication PEGA Salesforce

Member Advocate | Corporate Resolution

USAA

Jan 2020 - Dec 2023 (3 years 11 months)

Investigated complex complaints escalated to corporate and executive organizations, including regulatory matters and potential litigation. Conducted comprehensive case investigations using Pega, developed written case responses, and collaborated with Legal and regulatory agencies.

PEGA Case Investigation Regulatory Compliance CFPB FDIC BBB Quality Assurance Legal Collaboration Root Cause Analysis Written Communication

ERT / Helpline | Executive Resolution Team

USAA

Jan 2018 - Dec 2020 (2 years 11 months)

Served as a senior escalation resource for members requesting supervisor-level assistance, resolving complex issues beyond frontline capabilities. Provided real-time guidance and subject-matter expertise to frontline employees and supported new-hire training.

Escalation Management Subject Matter Expertise Banking Products Credit Cards Deposits CDS HELOC Loans IRAS De escalation Coaching Training

Frontline Banking Representative

USAA

Jan 2017 - Dec 2018 (1 year 11 months)

Served as a frontline banking representative supporting members across a broad range of banking products and services. Developed foundational knowledge of USAA banking operations, products, policies, and procedures.

Banking Operations Credit Cards Deposits CDS HELOC Loans IRAS Customer Service problem resolution

Store Manager

Walgreens

Directed daily store operations while overseeing a team of 10+ employees, balancing staffing, customer experience, and operational priorities. Managed scheduling, payroll, vendor coordination, and performance monitoring.

Store Operations Team Leadership Scheduling Payroll Inventory Management Vendor coordination Performance Metrics Coaching Training

Pharmacy Technician

Walgreens

Processed prescriptions and medication orders with high accuracy and regulatory compliance. Communicated with patients, healthcare providers, and insurance companies to resolve prescription and billing issues.

Pharmacy Operations Prescription processing Medical Terminology Insurance Verification Customer Service Confidentiality Regulatory Compliance

Accounting & Administrative Operations

Accounting / Business Operations

Supported accounting and business operations requiring accuracy, organization, financial judgment, and deadline management. Researched discrepancies, reconciled information, and managed administrative workflows.

Accounting Reconciliations Documentation Confidentiality Administrative Operations Research