Customer Service Representative
USAA is a leading financial services provider dedicated to serving the military community and their families. Our mission is to empower our members to achieve financial security through highly competitive products, exceptional service, and trusted advice. We foster an environment grounded in core values such as honesty, integrity, loyalty, and service, and are committed to supporting active-duty military spouses with flexible work arrangements, including remote and hybrid options.
About the role
We are seeking dedicated and motivated individuals to join our team as Bank Customer Service & Sales Representatives at our Phoenix office. This role is ideal for those interested in starting or advancing their career in banking and customer service. You will engage with members via phone and digital channels to provide exceptional service and tailored financial solutions.
A comprehensive, fully paid three-month training program will equip new hires with the necessary knowledge and skills, including hands-on training, e-learning modules, and ongoing coaching. The role offers a dynamic work environment with schedules ranging from early mornings to late evenings, including weekends, and provides a shift differential for evening and weekend hours.
Responsibilities
- Handle inbound member calls in a fast-paced contact center environment, providing prompt and professional service
- Use effective probing questions and critical thinking to identify member needs and offer relevant banking solutions
- Navigate multiple systems and programs seamlessly while maintaining engaging member interactions across various channels
- Develop and maintain a thorough understanding of USAA banking products to attract new members and deepen relationships with existing members
- Educate members on digital tools and resources to enhance their user experience
- Demonstrate empathy, active listening, and professionalism to deliver outstanding service
- Manage time effectively to assist members with their banking needs efficiently
- Participate in continuous improvement efforts through coaching, training, and collaboration with team members and managers
Requirements
- High School Diploma or GED
- Ability to provide exceptional customer service through clear and professional communication by phone or email
- Strong multitasking skills and ability to navigate multiple business applications efficiently
- Excellent interpersonal and communication skills
- 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 supporting physical, emotional, and financial health
- Opportunities for career development and continuing education