Customer Service - Bank Sales & Service - Tampa, FL
About The Position
As a Bank Customer Service & Sales Representative, you will work within defined guidelines to support members’ financial security through needs-based sales and service conversations for a single banking line of business or product set, such as deposits, credit cards, or website customer support. You will identify immediate and underlying financial needs and offer relevant USAA banking products and services. This is an in-office contact center role in Tampa, Florida. You will handle inbound member calls while using multiple systems and applications at a dedicated workstation with dual monitors, a phone, and a headset. Most of the day is spent assisting members by phone, with scheduled breaks. Training is fully paid and runs Monday through Friday, with 8-hour shifts scheduled between 8:30 AM and 5:00 PM. The regular schedule is a 40-hour, five-day work week based on business needs and may include weekdays, weekends, and evening shifts until 8:00 PM local time, including a permanent Saturday or Sunday schedule. A 15% shift differential applies to hours worked after 6:00 PM local time and all weekend hours. Each shift includes two paid 20-minute breaks and one unpaid 35-minute lunch. Reliable attendance and schedule flexibility are important. The workplace is tobacco-free, smoke-free, and vape-free.
Requirements
- High school diploma or GED.
- Ability to communicate clearly and professionally by phone or email to provide outstanding customer service, process banking requests, and provide information about banking products.
- Ability to prioritize and multitask while navigating multiple business applications.
- Strong interpersonal and communication skills, and attention to detail.
- Successful completion of a job-related assessment is required.
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, applying military training to build trust, assess needs, and deliver mission-focused solutions relevant to financial service and advisory roles.
- Experience thriving in a high-volume, fast-paced contact center.
- Over six months of 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 efficiently while maintaining engaging member interactions 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 their user experience.
- Provide outstanding member service through empathy, active listening, and professionalism.
- Apply strong time and call management skills when assisting members with banking needs.
- Pursue continuous improvement and development through coaching and collaboration with the manager and team members.
Benefits
- Fully paid training program.
- Eligible for a 15% shift differential for hours worked after 6:00 PM local time and all hours worked on weekends.
- Two paid 20-minute breaks per shift.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
