Customer Service - Bank Sales & Service
About The Position
The Bank Customer Service & Sales Representative works within defined guidelines to support members’ financial security through needs-based sales and service conversations for a banking line of business or product set, such as deposits, credit cards, or website customer support. The representative identifies members’ immediate and underlying financial needs and offers relevant USAA Banking products and services. The role handles inbound member calls in a fast-paced contact center and may provide support across multiple channels. Employees receive a fully paid, three-month training program with training materials, class discussions, hands-on training, and e-learning. The in-office development program builds the knowledge and skills needed to provide proactive, independent member support. The position is based at USAA’s San Antonio, Texas worksite. It has a 40-hour work week with a five-day schedule based on business needs. Schedules may include weekdays, weekends, and evening shifts up to 10:00 PM local time, including a permanent Saturday or Sunday schedule. Training runs Monday through Friday, with eight-hour shifts scheduled between 8:30 AM and 5:00 PM. The workplace is a tobacco-free, smoke-free, and vape-free in-office contact center.
Requirements
- High school diploma or GED.
- Ability to communicate clearly and professionally by phone or email to process banking requests and provide information about banking products.
- Ability to prioritize and multitask while navigating multiple business applications.
- Strong interpersonal and communication skills, with attention to detail.
- Successful completion of a job-related assessment.
- Reliable attendance and schedule flexibility are important for success.
Nice To Haves
- US military experience through military service or as a military spouse/domestic partner.
- One year of demonstrated experience engaging customers in a needs-based environment and applying military training to build trust, assess needs, and deliver mission-focused solutions transferable to financial service and advisory roles.
- Experience thriving in a high-volume, fast-paced contact center.
- More than six months of experience demonstrating strong communication and de-escalation skills and confidence handling complex customer matters.
Responsibilities
- Handle inbound member calls in a fast-paced contact center environment.
- Use communication, probing questions, and critical thinking to identify member needs and provide relevant solutions, which may include offering banking products.
- Navigate multiple systems and programs while maintaining an engaging member interaction across applicable channels.
- Develop banking product knowledge to attract new members and expand relationships with current members through product acquisition.
- Advise and educate members about USAA digital tools and resources to improve their user experience.
- Provide member service with empathy, active listening, and professionalism.
- Apply time and call management skills to assist members with banking needs.
- Pursue continuous improvement and development through coaching and collaboration with the manager and team members.
Benefits
- Fully paid three-month training program.
- Potential 15% shift differential for hours worked after 6:00 PM local time and all hours worked on weekends.
- Employees may be eligible for pay incentives based on overall corporate and individual performance, at the discretion of the USAA Board of Directors.
- Comprehensive medical, dental, and vision plans.
- 401(k) and pension.
- Life insurance.
- Parental benefits.
- Adoption assistance.
- Paid time off, including paid holidays and 16 paid volunteer hours.
- Wellness programs.
- Career path planning and continuing education.
- Two paid 20-minute breaks per shift.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
