Manager, Insurance Sales and Service (Chesapeake)

USAA•Virginia, MN

1d•$79,500 - $143,100•Hybrid

About The Position

USAA is seeking a Manager, Insurance Sales and Service to coach, mentor, and develop a team of front-line employees in the Retail Storefront phone channel. These employees are responsible for providing member experience for the sales, service, retention, and underwriting of personal lines products across multiple locations and contact channels. The manager will be accountable for financial and market performance through their team's results in relationship management, operational effectiveness, member retention, and risk management. The role offers a flexible work environment requiring the individual to be in the office 4 days per week, with an exception for managers with new-hire teams who will initially work in the office five days per week until their teams graduate to a hybrid schedule. This position is based in the Crossway Office in Chesapeake, VA. Relocation assistance may be available.

Requirements

Bachelor's degree; OR 4 years of relevant education and/or experience.
6 or more years of customer service or sales experience.
2 or more years of team lead, supervisory or management experience.
Strong decision-making skills.
Ability to understand, interpret and coach employees on insurance regulatory and compliance requirements.
Required maintenance of Property & Casualty (P&C) license and state registrations.

Nice To Haves

Currently an Insurance Sales and Service Manager or Insurance Sales and Service Senior.
3 or more years of coaching experience in the USAA phone channel environment.
Experience in driving performance results, coaching, and strategy development.
Master’s Degree, CPCU and/or AINS certified or actively pursuing.
Able and willing to flex to shifts with later hours and/or weekends based on business need, 7am – 11pm, Monday – Saturday.
US military experience gained through military service or gained as a military spouse / domestic partner

Responsibilities

Drive business results and revenue/product goal attainment; ensure team members provide appropriate product solutions to meet member needs.
Manage day-to-day call center operations ensuring the effectiveness and efficiency of assigned resources to fulfill their member contact responsibilities (e.g., Time management, schedule adherence, etc.).
Handle member and Insurance Professional escalations and make appropriate risk decisions based on policies.
Manage employee performance and facilitate professional development and career progression through regular coaching and timely feedback.
Perform managerial duties to include selection, on-boarding, conducting performance evaluations, salary reviews, corrective actions, and resolution of employee issues to develop and retain a high-performing team.
Identify and execute process improvements which maximize operational efficiencies and enhance member experience; act as a change agent.
Maintain current with required insurance licenses and routine and/or ad hoc required learning courses.
Accountable for personal and team performance related to compliance and risk mitigation goals as well as quality, service, deepening and/or acquisition behaviors that are aligned to internal company policies, procedures and external regulatory standards. Dedicated to first line of defense quality, compliance and audits. Ensure employees understand how the tasks they perform help mitigate risk and protect the brand and reputation of USAA.
Required maintenance of Property & Casualty (P&C) license and state registrations.
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.