Customer Service - Bank Sales & Service

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. We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

About the role

The Opportunity
It is all about learning and growing. Our Bank Customer Service & Sales 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. We are currently seeking dedicated professionals to work in our Phoenix office for future customer service and sales opportunities in 2026.

Responsibilities

• 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

Requirements

• 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
• Strong interpersonal and communication skills
• Successful completion of a job-related assessment is required

What Sets You Apart

• 1+ year of experience in a needs-based sales or customer engagement environment within a bank or financial advisory setting, with a demonstrated track record of assessing customer needs, recommending appropriate solutions, and building trust
• Proven success in a high-volume, fast-paced contact center environment
• 6+ months of heavy phone-based interaction (60%+), with strong communication, de-escalation, and confidence handling complex customer situations
• US military experience through military service or a military spouse/domestic partner

Pay

Compensation range: The hiring range for this position is: $43,680.00- $44,680.00 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.

Schedule

The office is located at Norterra Dr. (Happy Valley) and I-17. We have various schedules ranging from 6:00 am to 10:00 pm local time. These roles include a shift differential of 15% for any weekday hours worked after 6:00 pm and any hours worked on Saturday or Sunday. Weekly work schedules vary and will include one weekend day.

Benefits

• 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
• Variety of wellness programs
• Career path planning and continuing education