Customer Service Insurance -Mid-Level

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 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 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 days a week.

The Opportunity

We are currently seeking dedicated professionals to work in our Colorado Springs office for future insurance sales and service opportunities in 2023. Work schedules times will vary and may include some weekends. Military veterans and spouses are highly encouraged to apply.

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

What you'll do:

• Maintain required Property & Casualty (P&C) license and state registrations.
• Apply proficient knowledge of personal lines' insurance to assist members with 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 and/or international requirements and offerings.
• Identify and handle existing and emerging risks that stem from business activities and the job role.
• Use the tools and resources available to support members with some assistance.
• Facilitate the Property & Casualty (P&C) member experience by answering inbound and/or outbound phone calls, emails, and/or other contacts from members.
• Identify, assess and understand member needs while consistently providing complete and accurate advice and solutions for insurance products and services. Provides detailed issue diagnosis while minimizing transfers, customer concerns and call backs.
• Follow written risk and compliance policies and procedures for business activities.
• Successfully operate in a contact center environment and navigates multiple systems/programs while maintaining an engaging member interaction that occurs across multiple channels.
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled.

What you have:

• Ability to prioritize and multi-task, including navigating through multiple business applications
• 1 year of customer service experience in insurance, financial services and/or relevant direct customer service and/or sales experience
• Strong interpersonal and communication skills to build rapport with prospective and existing members
• High School Diploma or GED equivalent
• Acquire Property & Casualty (P&C) license and state registrations before hire. (USAA provides licensing prep course, licenses and state exam fees up to three attempts.)
• Ability to apply knowledge and understanding of insurance regulatory and compliance requirements

What sets you apart:

• 1 year of selling experience to include frequent (e.g., daily) communications with customers via telephone, e-mail and/or face-to face
• Prior experience in a fast-paced contact center environment
• US military experience through military service or a military spouse/domestic partner

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.

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 actual salary for this role may vary by location. The salary range for this position is: $47,800 - $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.

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.