Customer Service - Bank Sales & Service
About the Company
At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service, and trusted advice. We are dedicated to serving the military community and their families, striving to be their preferred financial partner. Our core values—honesty, integrity, loyalty, and service—guide us in every interaction, ensuring we build lasting relationships based on trust and excellence. USAA is proud to support active-duty military spouses and offers flexible work arrangements, including remote and hybrid options, to accommodate their unique needs. We foster a collaborative and inclusive environment where our employees can grow professionally while making a meaningful impact on the lives of our members.
About the Role
This Bank Customer Service & Sales Representative role is an entry-level position designed to develop your skills in customer engagement and financial services. The position is based in our Phoenix office, located at Norterra Dr. (Happy Valley) and I-17, with various scheduling options from 6:00 am to 10:00 pm local time. The role involves handling inbound member calls in a fast-paced contact center environment, providing exceptional service, and identifying opportunities to meet members’ financial needs through product recommendations such as deposits, credit cards, and digital banking tools. Military veterans and spouses are highly encouraged to apply.
This role offers a comprehensive, fully paid three-month training program that includes classroom discussions, hands-on training, and e-learning modules to equip you with the knowledge and confidence needed to succeed.
Responsibilities
- Handle inbound member calls efficiently within a dynamic contact center environment
- Use effective probing questions and critical thinking to identify member needs and offer relevant banking solutions
- Navigate multiple systems and applications seamlessly during member interactions
- Build knowledge of banking products to attract new members and deepen relationships with existing members
- Educate members on USAA digital tools and resources to improve their banking experience
- Demonstrate empathy, active listening, and professionalism to provide outstanding service
- Manage time effectively to assist members promptly and efficiently
- Engage in continuous improvement through coaching and team collaboration
Qualifications
- High School Diploma or GED
- Ability to deliver outstanding customer service via phone or email
- Strong communication and interpersonal skills
- Ability to prioritize and multi-task across multiple systems
- Successful completion of a job-related assessment
Benefits
- Comprehensive medical, dental, and vision plans
- 401(k) retirement plan and pension options
- Life insurance and parental benefits
- Adoption assistance and paid time off, including holidays and volunteer hours
- Wellness programs to support physical and emotional health
- Opportunities for career development and continuing education