Call Center Representative

Why USAA?

Let’s do something that really matters.

We have an important mission : serving the members of the military community and their families. It’s both a chance to say thank you and the opportunity to put your talents to work in a meaningful way.

To do it right, we need the right people. We’re looking for those who share our values of honesty, integrity, loyalty and service.

Because what we do is just as important as how we do it. Come be a part of what makes us so special!

It is all about learning and growing.

Our Bank Customer Service role may be a new career for you. There’s a lot to learn, but the journey is mapped out and USAA is willing to invest in you! Our comprehensive, fully paid three-month training program includes all training materials, class discussions, hands-on training, and e-learning modules.

Our in-office development program provides the training you need and the encouragement to create a proactive and independent support style to service our membership.

The Opportunity

We are currently seeking dedicated professionals to work in our Phoenix office (located at 1 Norterra Drive, Phoenix, AZ 85085 ) for future bank customer service and sales opportunities in 2024 .

Weekly work schedules vary and will include one weekend day. We have new training classes starting every month. Military veterans and spouses are highly encouraged to apply.

Relocation assistance is not available for this position.

As a Bank Customer Service Representative, you'll work within defined guidelines to facilitate the financial security of members through needs-based sales and service conversations on a single Banking line of business or product set (for example;

deposits, credit cards, and website customer support). In this role, you will make a difference to our members as you identify immediate and underlying financial needs and respond with relevant solutions through offering USAA Banking products and services.

What you'll do :

Handle inbound member calls in a fast-paced contact center environment.

Use effective communication probing questions and critical thinking skills to identify member needs and provide relevant solutions which may include offering banking products.

Efficiently navigate multiple systems and programs while maintaining an engaging member interaction that may occur across multiple channels.

Develop banking product knowledge to attract new members and expand relationships with current members through product acquisition.

Advise and educate members on available USAA digital tools and resources to improve the user experience.

Provide outstanding member service by demonstrating empathy, active listening, and professionalism.

Apply strong time and call management skills in assisting members with banking needs.

Embrace continuous improvement and development through coaching and collaboration with manager and team members.

What you have :

High School Diploma OR GED.

Ability to provide outstanding customer service for our members by communicating clearly and professionally by phone or email to process banking requests and provide information on banking products.

Ability to prioritize and multi-task while navigating through multiple business applications.

Strong interpersonal and communication skills.

Successful completion of a job-related assessment is required.

What sets you apart :

US military experience through military service or a military spouse / domestic partner.

1 year of customer contact experience in a needs-based sales environment.

Prior experience in a fast-paced contact center environment.

6 months experience frequently communicating (minimum 60 percent of the time) with customers by phone.

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.

What we offer :

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.

The salary range for this position is : $43,680 - $44,680 .

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

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.