Job Description
**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**
- *It is all about learning and growing.** Our Insurance 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 six-
month training program includes all training materials, class discussions,
hands-on training, e-learning modules, and the instructor led guidance will
help you to support our membership independently. We have new training classes
starting every month.
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. **After six months in-office, you’ll have the opportunity to
work offsite 2 days a week.** The actual onsite days are settled between each
employee and their manager. Work schedules will vary and may include some
weekends. Military veterans and spouses are highly encouraged to apply.
Relocation assistance **is not** available for this position.
**Phoenix** candidates must successfully prepare for and pass the Property &
Casualty (P&C;) state licensing exam and obtain license before their hire
date. USAA provides all study materials for the licensing prep course and the
state license exam fees for up to three attempts.
For new hires starting in**March** we are offering a signing bonus of $2,000.
Bonuses will be paid in two equal installments of $1,000 after 45 days of
employment and after one year of employment.
Our Insurance Customer Service Sales Representatives in our 1 Norterra Drive,
Phoenix, AZ location will work within defined guidelines and framework, to
provide customer service, sales, and retention activities for one or more of
USAAs Property & Casualty personal line products. Representatives interact
with our members across multiple contact channels (i.e. inbound phone calls,
email, chat, social media, etc.) to provide adequate coverage and advice to
help ensure members’ financial security.
- Facilitate the member experience by answering phone calls, emails, and other requests from members.
- Apply developing knowledge of personal lines of insurance to assist members with foundational to moderately complex quotes, binding new business, rating, policy, billing, payment, underwriting, contract and coverage provisions, and premium changes for insurance products and services. Responsible for the respective trailing documents for all states.
- Identify, evaluate and understand member needs and consistently provide complete and accurate advice and solutions, including product and service information. Provide detailed issue diagnosis while minimizing transfers and call backs.
- Use available tools and resources to support members with some assistance.
- Effectively operate in a contact center environment and navigate multiple systemsprograms while maintaining an engaging member interaction that occurs across multiple channels.
- Maintain required Property & Casualty licenses and state registrations.
- Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
- High School Diploma or GED equivalent
- Ability to provide exceptional customer service for our members by communicating clearly and professionally by phone, and email to process information related to insurance products
- Successfully acquire Property & Casualty license before date of hire and successfully complete state registrations within 90 days of hire
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- # **What sets you apart:**
- 1 year of customer contact experience in a needs-based sales environment
- US military experience through military service or a military spousedomestic partner
- Prior experience in a fast-paced contact center environment
- *Training Schedule: Monday - Friday**
8hr shift within the hours of 9:30AM and 6:00PM Local Time
**Work Schedule:**
USAA provides support to our members 7 days a week. After training, you will
be _assigned_ a 5-day work schedule which may includes weekend days. Hours of
operation are 7AM to 8PM local time during the week, and up to 6:00PM on
weekends. These roles include a **shift differential of 15%** for hours worked
after 6:00PM and any hours worked on Saturday or Sunday. Work schedules are
assigned based on business need to ensure adequate coverage for our members.
**Compensation range:** The hiring range for this position is: $46,135 -
$48,635
**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._
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- 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._
Job Tags
Holiday work, Full time, Contract work, Local area, Relocation package, Relocation bonus, Shift work, Sunday, Saturday, 2 days per week, Monday to Friday,