Purpose of Job
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 Insurance Customer Service role may be a new career for you, but the journey is mapped out. There's a lot to learn. Our comprehensive, fully paid six-month training program including class discussions, hands-on training, e-learning modules, and the instructor led guidance will help you to support our membership independently. Candidates must successfully prepare for and pass the Property & Casualty (P&C) state exam before your start date. Materials and courses supplied by USAA.
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 in a hybrid model where you can work from home 2-3 days a week.
Job Requirements
We are currently seeking dedicated professionals to work in our San Antonio office for future insurance customer service opportunities in 2023 with the desire to work a full time schedule. Work schedule times will vary. Military Veterans and spouses are highly encouraged to apply.
Our Insurance Customer Service Representatives work within defined guidelines and framework, to provide customer service, sales, and retention activities for one or more of USAA's 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.
Primary Responsibilities:
Identifies and handles existing and emerging risks that stem from business activities and the job role.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.
Follows written risk and compliance policies and procedures for business activities.
Facilitates the Property & Casualty (P&C) member experience by answering inbound phone calls, emails, and/or other contacts from members.
Applies developing knowledge of personal lines 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.
Identifies, assesses and understands member needs and consistently provides complete and accurate advice and solutions, including products and services. Provides detailed issue diagnosis while minimizing transfers, escalations and call backs.
Uses the tools and resources available to support members with some assistance.
Effectively operates in a contact center environment and navigate multiple systems/programs while maintaining an engaging member interaction that occurs across multiple channels.
Required maintenance of Property & Casualty (P&C) license and state registrations.
Ultimately, you're accountable for consistently exhibiting the components of our call flow, which directly impact individual performance metrics related to member service, accuracy, and USAA sales behaviors.
Minimum Requirements:
High School Diploma or GED equivalent
Up to 1 year customer service experience in insurance, financial services and/or relevant direct customer service and/or sales experience
San Antonio candidates must successfully acquire Property & Casualty (P&C) license and state registrations before date of hire.
Strong interpersonal and communication skills
Ability to prioritize and multi-task, including navigating through multiple business applications
Successful completion of a job-related assessment may be required
Preferred Experience:
US military service or military spouse
1 year of customer contact experience in a needs-based sales environment
Experience in a fast-paced contact center environment
6+ months experience frequently communicating (minimum 60 percent of the time) with customers by phone, e-mail, and/or face to face
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 position. The hiring range for this position is $43,680 - $44,680.00.
Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the USAA Board of Directors.
Geographical Differential : Geographic pay differential is additional pay provided to eligible employees working in locations where market pay levels are above the national average.
Shift premium: Addressed on an individual basis for applicable roles that are consistently scheduled for non-core hours.
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.
To see details on our outstanding benefits, visit USAA Total Rewards. (https://hrportal.ehr.com/usaa/Prospective-Employees)
Relocation assistance is not available for this position.
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.
USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.
