Customer Service (Hybrid)
USAA is seeking dedicated Customer Service Advisors for future Bank Customer Service & Sales opportunities in Phoenix. This role supports members through inbound customer service and needs-based sales conversations, helping identify financial needs and provide relevant banking products, services, and digital resources. This is an opportunity to build a career in banking customer service and sales with a fully paid three-month training program.
About the role
The successful candidate will demonstrate strong communication, active listening, critical thinking, empathy, and the ability to manage multiple systems while delivering an excellent member experience.
Responsibilities
- Handle inbound member calls in a fast-paced contact center environment.
- Identify member needs using effective communication, probing questions, and critical thinking.
- Provide relevant banking solutions, including appropriate banking products and services.
- Navigate multiple systems and applications while maintaining an engaging member interaction.
- Develop knowledge of banking products to support product acquisition and relationship growth.
- Advise and educate members on available digital tools and resources.
- Provide outstanding member service through empathy, active listening, and professionalism.
- Manage time and calls effectively while assisting members with banking needs.
- Communicate with members across applicable channels.
- Participate in ongoing coaching, collaboration, learning, and professional development.
Requirements
- High School Diploma or GED.
- Ability to provide outstanding customer service by communicating clearly and professionally by phone or email.
- Ability to process banking requests and provide information about banking products.
- Ability to prioritize and manage multiple tasks while navigating multiple business applications.
- Strong interpersonal and communication skills.
- Successful completion of a job-related assessment.
Qualifications
Preferred Qualifications
- 1+ year of experience in a needs-based sales or customer engagement environment within a bank or financial advisory setting.
- Demonstrated ability to assess customer needs, recommend appropriate solutions, and build trust.
- Experience working in a high-volume, fast-paced contact center.
- 6+ months of heavy phone-based customer interaction, with 60%+ phone interaction.
- Experience with customer de-escalation and complex customer situations.
- US military experience through military service or as a military spouse/domestic partner.
Skills
- Customer service
- Banking customer service
- Sales and needs-based selling
- Customer engagement
- Relationship building
- Active listening
- Empathy
- Verbal communication
- Written communication
- Critical thinking
- Problem-solving
- De-escalation
- Call management
- Time management
- Multitasking
- Digital tools and resources
- Banking product knowledge
- Contact center operations
- Adaptability
- Continuous learning
Schedule
- Various schedules between 6:00 AM and 10:00 PM local time.
- Weekly schedules vary and include one weekend day.
- Shift Differential: 15% for weekday hours worked after 6:00 PM and all hours worked Saturday or Sunday.
- Training: Fully paid three-month training program conducted through an in-office development program.
- New training classes start every month.
Work Arrangement
- Hybrid
- Location: Phoenix, Arizona, United States
- Office Location: Norterra Dr. (Happy Valley) and I-17
Pay
Hiring Range: $43,680–$44,680. Actual salary may vary based on experience, market data, and location. Employees may also be eligible for performance-based pay incentives at the discretion of the USAA Board of Directors.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k)
- Pension
- Life insurance
- Parental benefits
- Adoption assistance
- Paid time off
- Paid holidays
- 16 paid volunteer hours
- Wellness programs
- Career path planning
- Continuing education opportunities