Job Description:

Why USAA?

Let's do something that really matters.

We have an important mission: serving the members of the military community and their families. It's both a chance to say thank you and the opportunity to put your talents to work in a meaningful way. To do it right, we need the right people. We're looking for those who share our values of honesty, integrity, loyalty and service. Because what we do is just as important as how we do it. Come be a part of what makes us so special!

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 twelve-week 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. After six months in-office, you'll have the opportunity to work from home 2 days a week. The actual onsite days are settled between each employee and their manager.

Phoenix candidates must successfully prepare for and pass the Property & Casualty (P&C) state licensing exam 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 January, February or March 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.

The Opportunity

We are currently seeking dedicated customer service professionals to work in our Phoenix office, located at 1 Norterra Drive, Phoenix, Arizona 85085. Work schedules will vary and may include some weekends. We have new training classes starting every month. Military veterans and spouses are highly encouraged to apply.

Our Insurance Customer Service Representatives 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.

What you'll do:

• Facilitate the member experience by answering phone calls, emails, and other requests from members.


• Apply developing knowledge of personal lines 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

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.

Training Schedule: Monday - Friday
8hr shift within the hours of 9:30AM and 6:00PM Local Time

Work Schedule:

USAA provides support to our members 7 days a week. After training, you will beassigneda 5-day work schedule which may includes weekend days. Hours of operation are 7AM to 8PM local time during the week, and up to 6:00PM on weekends. These roles include a shift differential of 15% for hours worked after 6:00PM and any hours worked on Saturday or Sunday. Work schedules are assigned based on business need to ensure adequate coverage for our members.

What we offer:

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 hiring range for this position is: $46,135 - $47,135.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

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. Phoenix employees also have access to free shuttle service in some areas.

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

Relocation assistance is not available for this position.

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.

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