Customer Service - Bank Sales & Service

USAA•San Antonio, TX

3d•Onsite

About The Position

USAA is seeking individuals for a Bank Customer Service & Sales role, offering a fulfilling career with a focus on financial security for its members. The company values honesty, integrity, loyalty, and service. This role may offer remote or hybrid flexibility for active-duty military spouses. USAA provides a comprehensive, fully paid three-month training program to equip new hires with the necessary skills. As a Bank Customer Service & Sales Representative, you will work within defined guidelines to facilitate member financial security through needs-based sales and service conversations, focusing on a single Banking line of business or product set. You will identify financial needs and offer relevant USAA Banking products and services.

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, and the ability to pay attention to detail
Successful completion of a job-related assessment is required

Nice To Haves

US military experience through military service or a military spouse/domestic partner
One year of demonstrated experience engaging customers in a needs-based environment, applying military training to build trust, assess needs, and deliver mission-focused solutions that translate directly to financial service and advisory roles
Core capabilities that translate directly to financial advisory and service roles
Experience thriving in a high-volume, fast-paced contact center
Over six months of demonstrating strong communication, de-escalation skills, and confidence handling complex customer matters

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 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