Michael Rico is a seasoned professional with extensive experience in customer service and engagement within the financial sector. Currently serving as a Credit Card Specialist at USAA since December 2025, Michael previously held the position of Member Engagement Analyst at Soarion Credit Union, where key responsibilities included coaching a team of contact center agents and managing complex member escalations. Prior roles include a Fraud Consultant at Leidos, focusing on identity theft education and recovery, and an Advocacy Advisor at USAA, where Michael addressed complex member complaints and ensured compliance with banking regulations. Additionally, experience as a Mortgage Loan Officer and Client Escalations Specialist at Citi highlights a strong background in customer interaction and problem resolution. Michael holds a Bachelor of Arts in English and Communication Studies from St. Mary's University.
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