Customer Support Representative
Location: Fountain Hills
Posted on: August 7, 2022
Purpose of Job 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 Insurance Customer Service role may be a new career for you,
but the journey is mapped out. There s a lot to learn. Our
comprehensive, fully paid six-month training program including
class discussions, hands-on training, e-learning modules, and the
instructor led guidance will help you to support our membership
independently. Phoenix candidates must successfully prepare for and
pass the Property & Casualty (P&C) state exam before your start
date. Materials and courses supplied by USAA.
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. After six months in-office, you ll
have the opportunity to work in a hybrid model where you can work
from home 2-3 days a week. Job Requirements We are currently
seeking dedicated professionals to work in our Phoenix office for
future insurance customer service opportunities in 2022 with the
desire to work a full time schedule. Work schedule times will vary.
Military Veterans and spouses are highly encouraged to apply. Our
Insurance Customer Service Representatives work within defined
guidelines and framework, to provide customer service, sales, and
retention activities for one or more of USAA's Property & Casualty
personal line products. Representatives 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.Primary
- Identifies and handles existing and emerging risks that stem
from business activities and the job role.
- Ensures risks associated with business activities are
effectively identified, measured, monitored, and controlled.
- Follows written risk and compliance policies and procedures for
- Facilitates the Property & Casualty (P&C) member experience
by answering inbound phone calls, emails, and/or other contacts
- Applies 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. Responsible for the respective
trailing documents for all states.
- Identifies, assesses and understands member needs and
consistently provides complete and accurate advice and solutions,
including products and services. Provides detailed issue diagnosis
while minimizing transfers, escalations and call backs.
- Uses the tools and resources available to support members with
- Effectively operates in a contact center environment and
navigate multiple systems/programs while maintaining an engaging
member interaction that occurs across multiple channels.
- Required maintenance of Property & Casualty (P&C) license
and state registrations.Minimum Requirements:
- High School Diploma or GED equivalent
- Up to 1 year customer service experience in insurance,
financial services and/or relevant direct customer service and/or
- Phoenix candidates must successfully acquire Property &
Casualty (P&C) license and state registrations before date of
- Strong interpersonal and communication skills
- Ability to prioritize and multi-task, including navigating
through multiple business applications
- Successful completion of a job-related assessment may be
- 1 year of customer contact experience in a needs-based sales
- US military service or military spouse
- Experience in a fast-paced contact center environment
- 6+ months experience frequently communicating (minimum 60
percent of the time) with customers by phone, e-mail, and/or face
to faceCompensation: 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 position. The hiring range for this position
is $43,680 - $44,680.00. Employees may be eligible for pay
incentives based on overall corporate and individual performance or
at the discretion of the USAA Board of Directors.Geographical
Differential: Geographic pay differential is additional pay
provided to eligible employees working in locations where market
pay levels are above the national average.Shift premium: Addressed
on an individual basis for applicable roles that are consistently
scheduled for non-core hours.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.To see
details on our outstanding benefits, visit USAA Total Rewards.
Relocation assistance is not available for this position.
Keywords: USAA, Phoenix , Customer Support Representative, Other , Fountain Hills, Arizona
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