Customer Service - Bank Sales & Service

USAA•Phoenix, AZ

1d•Onsite

About The Position

USAA is seeking dedicated professionals for Bank Customer Service & Sales roles in their Phoenix office, located at Norterra Dr. (Happy Valley) and I-17. This role offers a comprehensive, fully paid three-month training program designed to equip new employees with the necessary skills and knowledge. The position involves facilitating member financial security through needs-based sales and service conversations within a defined banking line of business or product set, such as deposits or credit cards. The company emphasizes a culture of learning and growth, encouraging a proactive and independent support style. Military veterans and spouses are strongly encouraged to apply. Relocation assistance is not provided.

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
Ability to prioritize and multi-task while navigating through multiple business applications
Strong interpersonal and communication skills
Successful completion of a job-related assessment is required

Nice To Haves

1 year of proven customer engagement in a needs‑based sales environment, demonstrating your ability to assess client needs, recommend appropriate solutions, and build trust—core expectations in financial advisory and service roles.
Experience thriving in a high‑volume, fast‑paced contact center
Over six months of high‑volume phone engagement (60%+), demonstrating strong communication, de‑escalation skills, and confidence handling complex customer matters.
US military experience through military service or a military spouse/domestic partner

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