10 USAA customer service leaders
VP, End-to-End Servicing and Deepening, VP Contact Center Optimization and Support and Executive Director, Bank Contact Center are among the current titles held by these USAA customer service leaders. A reader can learn how customer service leaders work at USAA from people who have held the role.
Professionals to explore
Aimee Jones
LinkedInExperience: Executive Director, Bank Contact Center · USAA
Aimee Jones has been Executive Director, Bank Contact Center at USAA since June 2023, based in Tampa, Florida, with a profile headline of Contact Center Executive. At USAA, Aimee Jones was also Director, Third Party Relationship Management from 2022 to 2023 and Third Party Relationship Manager Lead from 2021 to 2022.
Cristina Castaneda
LinkedInExperience: Director of Bank Sales & Service Contact Center · USAA
Cristina Castaneda has been Director of Bank Sales & Service Contact Center at USAA since July 2023, based in the San Antonio, Texas Metropolitan Area. Cristina Castaneda was Manager, Omnichannel Acquisition & Relationship Mgmt at USAA from 2018 to 2023 and Manager, Business Banking at JPMorganChase from 2010 to 2018.
Gina Hirner
LinkedInExperience: VP Contact Center Optimization and Support · USAA
Gina Hirner has been VP Contact Center Optimization and Support at USAA since May 2026, based in San Antonio, Texas, and the profile describes leading a team accountable for Contact Center Optimization and Support for USAA's P&C Company. At USAA, Gina Hirner was also Head of Data Management and Data Governance (Vice President) from 2025 to 2026 and AVP Planning and Operations - USAA P&C Claims from 2018 to 2020.
Hubert H. Rivera
LinkedInExperience: Former Executive, VP Bank Sales and Service · USAA
Hubert H. Rivera is a former USAA service leader who was Executive, VP Bank Sales and Service at USAA from 2025 to 2026 and Executive, AVP Bank Sales & Service Contact Center there from 2023 to 2025, and the role description says the VP role led the Bank Sales and Service Contact Center organization. Hubert H. Rivera has been Executive, VP Insurance Customer Contact Center at Humana since March 2026, based in the Louisville Metropolitan Area.
Jennifer Keathley
LinkedInExperience: Executive Director, Bank Sales & Service Contact Center · USAA
Jennifer Keathley has been Executive Director, Bank Sales & Service Contact Center at USAA since November 2025, based in the San Antonio, Texas Metropolitan Area. Jennifer Keathley was Executive Director Business Execution Senior Manager at Wells Fargo from 2024 to 2025 and VP Customer Service Contact Center Senior Manager at Wells Fargo from 2016 to 2019.
Jessica Clemons, MBA, CRVPM III
LinkedInExperience: AVP Claims Operations · USAA
Jessica Clemons has been AVP Claims Operations at USAA since February 2026, based in San Antonio, Texas, and the role description says it is responsible for the operational performance and the strategic evolution of the Claims Contact Center. Jessica Clemons was also Director, Contact Center Operations at USAA from 2006 to 2014 and VP Customer Experience at KBR, Inc. from 2022 to 2025.
Kelly Mittiga
LinkedInExperience: VP, End-to-End Servicing and Deepening · USAA
Kelly Mittiga has been VP, End-to-End Servicing and Deepening at USAA since December 2025, based in San Antonio, Texas, with a profile headline of Head of End-to-End Servicing and Deepening at USAA. Kelly Mittiga was EVP, Chief Banking Officer at Parkside Financial Bank & Trust from 2023 to 2025 and SVP, Head of Consumer Contact Centers at Citizens from 2020 to 2023.
Rich Wagenknecht
LinkedInExperience: Bank Sales & Service Exec · USAA
Rich Wagenknecht has been Bank Sales & Service Exec at USAA since January 2022, based in Wilmington, North Carolina, with a profile headline of Bank Omnichannel Operations Executive at USAA. Rich Wagenknecht was Contact Center Performance Optimization Executive - Vice President at Centene Corporation from 2020 to 2021 and Corporate Contact Center Executive - Member and Provider Solutions there from 2018 to 2020.
Ted Hernandez
LinkedInExperience: Director, Bank Contact Center · USAA
Ted Hernandez has been Director, Bank Contact Center at USAA since November 2021, based in Santa Fe, New Mexico. At USAA, Ted Hernandez was also Director, Business Process Consultant from 2019 to 2021 and Operations Director from 1993 to 2019, and the profile describes most of the USAA tenure as spent in a contact center leader role.
Wilson Tyler
LinkedInExperience: Executive Director/Director - Contact Center · USAA
Wilson Tyler has been Executive Director/Director - Contact Center at USAA since January 2004, based in San Antonio, Texas, with a profile headline of Executive Director - USAA Bank Contact Center. Wilson Tyler worked in various roles at USAA from 1993 to 2001 and was Senior Staff Audit at EY from 1989 to 1993.
Choose the right perspective
Match the person's area, such as bank contact centers, claims contact centers or servicing strategy, to the decision you face. Check each person's dates and current title, since the timing of a role shapes what the person can speak to.
Questions to take into the conversation
- 01What did you focus on first when you took on your customer service role at USAA?
- 02How do you decide where a member's request is best handled?
- 03What has your own work taught you about coaching frontline service teams?
Reaching USAA customer service leaders
How can I contact one of these USAA customer service leaders?
Pick one of the 10 people on this page and choose "Book a paid call", or describe your project to find others. You offer a fee for a 15-minute call or a written answer, Instant Expert finds the person's work email and sends the invitation, and they decide whether to accept. The list covers 1 company: USAA, based on profile data retrieved on October 25, 2026. Being listed here doesn't mean someone has agreed to take calls.
How much does it cost to reach USAA customer service leaders?
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Can an AI agent ask one of these USAA customer service leaders a question?
Yes. An agent with a USDC wallet on Base can ask one question without an Instant Expert account. It names the person, for example by the LinkedIn URL on this page, and pays per ask over x402 (HTTP 402). The person answers in writing or by voice note, and if nobody answers within 7 days, the payment goes back to the wallet automatically. Claude and ChatGPT can do the same through the Instant Expert connector: setup is at /docs/mcp for Claude and /docs/chatgpt for ChatGPT. x402 docs
About this directory
This is a professional research starting point based on business profile data retrieved on . Titles and companies reflect that source snapshot; roles marked former had ended by then. Check the linked profiles for current details. Inclusion does not imply Instant Expert membership or availability.