Job Description

Customer Service Advisor at USAA summary:

As a Customer Service Advisor at USAA, you provide comprehensive support and guidance for Property & Casualty insurance products, assisting members through multiple communication channels. The role involves learning through a structured training program, obtaining required licensing, and delivering accurate, needs-based advice to help members achieve financial security. You work in a fast-paced contact center environment, handling inquiries, quotes, policy changes, and member retention while maintaining compliance with risk and regulatory policies.

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.

The Opportunity

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. 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.

The work schedule may require working evenings up to 8:00PM Local Time to include a permanent Saturday or Sunday. These roles include a shift differential of 15% for hours worked after 6:00PM Local Time and any hours worked on Saturday or Sunday.

After six months in-office, you’ll have the opportunity to work offsite 2 days per week. The actual onsite days are settled between each employee and their manager. Military veterans and spouses are highly encouraged to apply. Relocation assistance is not available for this position.

Phoenix candidates must successfully prepare for and pass the Property & Casualty (P&C) state licensing exam and obtain license before their hire date. USAA provides all study materials for the licensing prep course and the state license exam fees for up to three attempts.

[For new hires starting in September, October, November we are offering a signing bonus of $2,000. Bonuses will be paid in two equal installments of $1,000 after 45 days of employment and after one year of employment.]

Our Insurance Customer Service Representatives in our 1 Norterra Drive, Phoenix, AZ location will work within defined guidelines and framework, to provide customer service, sales, and retention activities for one or more of USAA's Property & Casualty personal line products. Representatives interact with our members across multiple contact channels (i.e. inbound phone calls, email, chat, social media, etc.) to provide adequate coverage and advice to help ensure members’ financial security.

USAA offers Phoenix employees who reside in designated service zones, a fully subsidized, reliable, safe, and employee-centric transportation solution. The service zone includes all areas connecting to Tempe: Ahwatukee, Alhambra, Central Phoenix, Chandler, Gilbert, Maricopa, Mesa, Paradise Valley, Queen Creek, Scottsdale. This convenient service will transport employees from a designated park & ride location to the Phoenix Campus.

What you'll do:

• Facilitate the member experience by answering phone calls, emails, and other requests from members.
• Apply developing knowledge of personal lines of 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, evaluate and understand member needs and consistently provide complete and accurate advice and solutions, including product and service information. Provide detailed issue diagnosis while minimizing transfers and call backs.
• Use available tools and resources 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 required Property & Casualty licenses and state registrations.
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have:

• High School Diploma or GED equivalent
• Ability to provide exceptional customer service for our members by communicating clearly and professionally by phone, and email to process information related to insurance products
• Successfully acquire Property & Casualty license before date of hire and successfully complete state registrations within 90 days of hire

What sets you apart:

• 1 year of customer contact experience in a needs-based sales environment
• US military experience through military service or a military spouse/domestic partner
• Prior experience in a fast-paced contact center environment

Compensation range: The hiring range for this position is:$46,135 - $48,635

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.

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.

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.

For more details on our outstanding benefits, visit our benefits page on USAAjobs.com

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

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.

Keywords:

customer service, property and casualty insurance, insurance licensing, member support, financial security, contact center, policy retention, insurance sales, risk management, USAA

Job Tags

Permanent employment, Contract work, Work at office, Local area, Relocation package, Shift work, Weekend work, Sunday, Saturday, Afternoon shift, 2 days per week,

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