Job Description

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.

The Opportunity

It is all about learning and growing. Our Bank 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 three-month training program includes all training materials, class discussions, hands-on training, and e-learning modules.

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.

We are currently seeking dedicated professionals to work in our Tampa office for future bank customer service and sales opportunities in 2026. We have various schedules ranging from 6:00 am to 10:00 pm local time. These roles include a shift differential of 15% for any weekday hours worked after 6:00 pm and any hours worked on Saturday or Sunday. Weekly work schedules vary and will include one weekend day.

Relocation assistance is not available for this position.

As a Bank Customer Service Representative, you'll work within defined guidelines to facilitate the financial security of members through needs-based sales and service conversations on a single Banking line of business or product set (for example; deposits, credit cards, and website customer support). In this role, you will make a difference to our members as you identify immediate and underlying financial needs and respond with relevant solutions through offering USAA Banking products and services.

What you'll do:

• Handles inbound member calls in a high volume fast-paced contact center environment

• Utilizes effective communication and probing questions to identify member needs

• Demonstrates ability to manage multiple tasks such as efficiently navigating between systems and resources

• Provides relevant solutions while following written policies and procedures

• Advises and educates members on digital tools and resources

• Utilizes critical thinking to determine additional member needs and solutions

• Demonstrates ability to attract new members and expand relationships with current members through product acquisition

• Provides exceptional member service by demonstrating empathy, active listening, and professionalism

• Exemplifies strong time management skills by closely adhering to assigned work schedule

• Exemplifies strong call management skills by assisting members within a timely manner and limiting non-productive time

• Embraces continuous improvement and development through coaching and collaboration with manager and team members

What you have:

• High School Diploma or General Equivalency Diploma required.

• Up to 1 year of customer service, financial services member contact experience or military experience.

• Strong interpersonal and communication skills.

• Ability to prioritize and multi-task, including navigating through multiple business applications.

• Successful completion of a job-related assessment is required.

What sets you apart:

• US military experience through military service or a military spouse/domestic partner

• 1 year of customer contact experience in a needs-based sales environment

• Prior experience in a fast-paced contact center environment

• 6 months experience frequently communicating (minimum 60 percent of the time) with customers by phone

Compensation range: The hiring range for this position is: $43,680.00- $44,680.00

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 actual salary for this role may vary by location.

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

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

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, visit our benefits page on USAAjobs.com

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 Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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