Full-Time

Customer Service

Bank

Posted on 11/28/2024

USAA

USAA

10,001+ employees

Financial services for military members and families

Financial Services

Compensation Overview

$43.7k - $44.7kAnnually

+ Pay Incentives

Entry

Tampa, FL, USA

Requires onsite presence in Tampa offices; no relocation assistance available.

Category
Commercial Banking
Finance & Banking
Required Skills
Customer Service
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
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

USAA provides financial services specifically for the military community, including active-duty members, veterans, and their families. They offer a variety of products such as auto, home, life, and health insurance, as well as banking services like checking and savings accounts, credit cards, loans, and mortgages. Their retirement services include investment options and personalized financial planning. USAA operates on a membership model, allowing only military members and their families to join, which helps them understand and meet the unique financial needs of this community. Unlike many other financial institutions, USAA's leadership team has military backgrounds, reinforcing their commitment to serving their members with a focus on financial wellness and community support.

Company Stage

N/A

Total Funding

N/A

Headquarters

San Antonio, Texas

Founded

1922

Simplify Jobs

Simplify's Take

What believers are saying

  • USAA's investment in digital tools and platforms enhances customer experience, reflecting its adaptability and commitment to innovation.
  • The company's focus on military appreciation and partnerships, such as with the Frisco RoughRiders, strengthens its brand loyalty within the military community.
  • Despite layoffs, USAA's continued hiring and filling of over 8,300 jobs this year indicate robust growth and adaptation to changing business needs.

What critics are saying

  • The recent layoffs and top-level departures, including the upcoming retirement of CEO Wayne Peacock, could lead to instability and affect employee morale.
  • USAA's poor ratings from the Office of the Comptroller of the Currency in 2023 and 2022 highlight potential regulatory challenges and reputational risks.

What makes USAA unique

  • USAA's exclusive membership model allows it to deeply understand and cater to the specific financial needs of the military community, unlike broader financial institutions.
  • The company's leadership, with many having military backgrounds, ensures a strong alignment with the values and needs of its members, setting it apart from competitors.
  • USAA's commitment to corporate responsibility and community resilience initiatives further distinguishes it as a socially responsible financial services provider.

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