Customer Service Advisor

Why USAA?

Let’s do something that really matters.

We have an important mission: serving the members of the military community and their families. It’s both a chance to say thank you and the opportunity to put your talents to work in a meaningful way. To do it right, we need the right people. We’re looking for those who share our values of honesty, integrity, loyalty and service. Because what we do is just as important as how we do it. Come be a part of what makes us so special!

It is all about learning and growing.

Our Licensed Insurance 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 six-month training program includes all training materials, class discussions, hands-on training, e-learning modules, and the instructor led guidance will help you to support our membership independently. We also pay for all licensing costs!

Our in-office development program provides you the training you need on USAA products and the encouragement to create a proactive and independent support style to service our membership. After six months in-office, you’ll have the opportunity to work off-site 2 days a week. The actual onsite days are settled between each employee and their manager.

For new hires starting in January, February or March 2025 we are offering a signing bonus of $2,000--to be paid in one installment.

The Opportunity

We are currently seeking dedicated Property & Casualty (P&C) active producer/agents with an ACTIVE P&C producer agent license for future insurance customer service opportunities in 2025 for our Phoenix, Tampa, San Antonio and Colorado Springs campus locations . [This schedule may require working evenings up to 9:00PM Local Time to include a permanent Saturday or Sunday. These roles include a shift differential of 15% for hours worked after 6:00pm Local Time and any hours worked on Saturday or Sunday.] We have new training classes starting every month.

As a Licensed Insurance Customer Service Representative, you'll work within defined guidelines to provide customer service, sales, and retention activities for one or more of USAA's Property & Casualty personal line products. You will interact with our members across multiple contact channels (i.e. inbound phone calls, email, chat, social media, etc.) to provide adequate coverage and advice to help ensure members’ financial security.

What you'll do:

• Facilitate the member experience by answering phone calls, emails, and other requests from members.
• Apply developing knowledge of personal lines insurance to assist members with foundational to moderately complex quotes, binding new business, rating, policy, billing, payment, underwriting, contract and coverage provisions, and premium changes for insurance products and services. Also, maintain respective trailing documents for all states.
• Identify, assess and understand member needs and consistently provide complete and accurate advice and solutions for insurance products and services. Provide detailed issue diagnosis while minimizing transfers, escalations and call backs.
• Efficiently operate in a contact center environment and navigate multiple systems/programs while maintaining an engaging member interaction that occurs across multiple channels.
• Maintain required Property & Casualty (P&C) licenses 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.

What you have:

• High School Diploma or GED equivalent
• 1 year of customer service experience in insurance, financial services and/or relevant direct customer service and/or sales experience
• Acquire Property & Casualty (P&C) licenses and state registrations within 90 days of hire
• Ability to prioritize and multi-task while navigating through multiple business applications

What sets you apart:

• Current active personal lines or property and casualty license in your current state of residence/or state of hire
• US military experience through military service or a military spouse/domestic partner
• Prior experience in a fast-paced contact center environment

What we offer:

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The hiring range for this position is: $46,370 - $50,300.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include 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, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

For more details on our outstanding benefits, please visit our benefits page on USAAjobs.com.

Relocation assistance is not available for this position

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

 

USAA is an equal opportunity and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, national origin, age, disability, genetic information, protected veteran status, or any other legally protected characteristic.