Customer Service Advisor

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.

The Opportunity

We are looking for a dedicated General Lines Senior Account Manager who has a specialized knowledge base to handle the unique risk portfolio of our PMG members through a dedicated 1 : 1 relationship.

You will advise High Net Worth members, and non-members on insurance and risk management through personalized service tailored to their needs. You will be using a full suite of Insurance products including and not limited to High Value Personal Lines Products to address each member or non-member’s unique risk profile. You will use knowledge of insurance marketplace, carrier appetite, and leverage underwriter relationships and knowledge of carrier contracts to place coverage for member’s business.

This position can work remotely in the continental U.S. with occasional business travel.

What you'll do :

Builds submissions and markets coverage for the member, leveraging multiple carrier platforms.

Leverages advanced knowledge of Insurance Services Organization coverage forms and Acord Insurance Forms to place new business adequately protecting our members.

Reviews risks and addresses with advanced multiple policy solutions.

Issuance of all insurance documentation in a timely and organized fashion meeting all compliance and regulatory guidelines.

Provides virtual solutions to members utilizing virtual presentations and virtual document management systems.

Leverage Agency Insurance Knowledge to assist with Projects as needed.

May assist unit manager in providing oversight to daily workflow, to ensure service level objectives are met in the areas of member satisfaction, speed, and efficiency of file delivery to completing applications

Serves as a coach and a resource to team members and facilitates or assists with unit training needs.

Facilitates initial acquisition of Affluent members, nonmembers, and business owners by gaining an understanding of the members and nonmembers’ risk profile by providing a concierge, white glove, single point of contact service level for members and nonmembers with complex accounts and unique needs.

Utilizes Expert knowledge of Agency Management Systems / Customer Relations Management (CRM) & multiple carrier Platforms to operate comfortably at an advanced level to appropriately select product and carrier offerings.

Utilizes Expert understanding of compliance and insurance standards and Agency Management Systems to limit agency Errors & Omissions (E&O) exposure through proper documentation.

Leverages expert knowledge on Carrier guidelines and process to partner and negotiate with underwriters on new business, endorsements, renewal questions, and remarkets for underwriting determination (approval or declination).

Leverages expert understanding of calculating Insurance to Value (ITV) on a wide range of property types and structures including geographic differences and capture custom or unique features within the properties and provide appropriate details to determine accurate replacement values.

Facilitates regularly scheduled account reviews for members and nonmembers with Complex accounts and unique needs, to maintain a current understanding of members’ and nonmembers’ risk and provides consultative advice to appropriately manage the risk with carrier appetite.

May maintain a book of business and provides dedicated account service to a group of members and nonmembers with complex accounts and unique needs and adheres to expectations determined by segmentation / threshold of member need to include being on call.

Necessary travel may apply as required; examples include but are not limited to claims / CAT situations.

Researches and maintains a strong understanding of the competitive landscape and evolving regulatory environment to allow application of evolving marketplace trends and shares as appropriate.

Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have :

High School Diploma OR General Equivalency Diploma.

4 years of insurance sales and service experience to include 1 year of experience working in a High Value insurance agency, Commercial Insurance agency or broker setting.

Valid Property and Casualty insurance license for home state and / or ability to obtain home state and multistate license within 90 days.

High Net Worth / Private Client Experience and ability to handle sensitive information.

Excellent communication & customer service skills.

What sets you apart :

4 or more years High Net Worth Member / Client contact experience.

Recent Experience with High Value Carriers such as Chubb and PURE

Account management experience with a dedicated book of business.

Experience handling USAA Auto, Home, Valuable Personal Property & Umbrella policies.

Currently handles non-admitted policies and works with non-admitted carriers to find solutions.

Ability to multitask and prioritize, strong organizational skills and attention to detail.

Professional presentation skills.

Professional Designations.

Prior Claims Experience.

Ability to travel.

Compensation range : The salary range for this position is : $58,610.00 - $111,940.00 .

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.).

Compensation : USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

Benefits : At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include 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, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

For more details on our outstanding benefits, visit our benefits page on USAAjobs.com

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.