Job description

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!

Are you a military veteran or military spouse interested in serving the community you know so well? We're looking for dedicated professionals to participate in our Military Experience Talent Program for Insurance products.
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 also pay for all licensing costs!
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. The actual onsite days are settled between each employee and their manager.

Job Requirements
We are currently seeking dedicated customer service professionals to work in our San Antonio, TX office for future insurance customer service opportunities in 2023 . We have new training classes starting every month. Military veterans and spouses/domestic partners are highly encouraged to apply.

As an Insurance Customer Service Representative, you'll work within defined guidelines to provide customer service, sales, and retention activities for one or more of USAA's Property & Casualty personal line insurance products. In this role, you will make a difference to our members as you interact with them across multiple contact channels (i.e., inbound phone calls, email, chat, social media, etc.) to recognize life events, understand needs, and provide advice to deliver appropriate solutions to the member.

What you'll do:
Facilitate the Property & Casualty (P&C) member experience by answering inbound phone calls, emails, and/or other contacts from members.
Apply 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.
Identify, assess and understand member needs and consistently provide complete and accurate advice and solutions, including products and services.
Provide detailed issue diagnosis while minimizing transfers, escalations and call backs.
Use the tools and resources available to support members with some assistance.
Effectively operate in a contact center environment and navigate multiple systems/programs while maintaining an engaging member interaction that occurs across multiple channels.
Maintain Property & Casualty (P&C) license and state registrations.

What you have:
High School Diploma or GED
US military experience through military service or a military spouse/domestic partner
Ability to communicate clearly and professionally with members by phone and email to assist members with insurance needs
Potential to successfully acquire Property & Casualty (P&C) license prior to hire and applicable state registrations may be required within 90 days of employment (USAA provides study materials and the training environment to assist you with the licensing exam)
Ability to prioritize and multi-task, including navigating through multiple business applications

What sets you apart:
Previous experience in a fast-paced contact center environment communicating at least 60% of the time 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. A geographic differential and/or shift premium may be applicable for this role, depending upon where and when this job is performed. The hiring 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.
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.

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