Customer Service - Bank

USAA

8d • Onsite

About The Position

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 Bank 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 three-month training program includes all training materials, class discussions, hands-on training, and e-learning modules. 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. We are currently seeking dedicated professionals to work in our Phoenix office for future bank customer service and sales opportunities in 2026. The office is located on Norterra Dr. (Happy Valley) and I-17. We have various schedules ranging from 6:00 am to 10:00 pm local time. These roles include a shift differential of 15% for any weekday hours worked after 6:00 pm and any hours worked on Saturday or Sunday. Weekly work schedules vary and will include one weekend day. We have new training classes starting every month. Military veterans and spouses are highly encouraged to apply. Relocation assistance is not available for this position. As a Bank Customer Service Representative, you'll work within defined guidelines to facilitate the financial security of members through needs-based sales and service conversations on a single Banking line of business or product set (for example; deposits, credit cards, and website customer support). In this role, you will make a difference to our members as you identify immediate and underlying financial needs and respond with relevant solutions through offering 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
• Successful completion of a job-related assessment is required

Nice To Haves

• US military experience through military service or a military spouse/domestic partner
• 1 year of customer contact experience in a needs-based sales environment
• Prior experience in a fast-paced contact center environment
• 6 months experience frequently communicating (minimum 60 percent of the time) with customers by phone

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

Benefits

• Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.
• 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
• various wellness programs
• career path planning and continuing education assists employees with their professional goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees