Customer Service-Insurance Jobs

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.
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 actual onsite days are settled between each employee and their manager.
Phoenix candidates must successfully prepare for and pass the Property & Casualty (P&C) state licensing exam before their hire date. USAA provides all study materials for the licensing prep course and the state license exam fees for up to three attempts.

The Opportunity

We are currently seeking dedicated customer service professionals to work in our Phoenix office. We have new training classes starting every month. Military veterans and spouses are highly encouraged to apply. Work schedules and time will vary and may include some weekends.

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.

What you'll do:

• Follow written risk and compliance policies and procedures for business activities.
• Identify and handle existing and emerging risks that stem from business activities and the job role.
• Maintain required Property & Casualty licenses and state registrations.
• Identify, evaluate and understand member needs and consistently provides complete and accurate advice and solutions, including products and services.
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled.
• 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. Responsible for the respective trailing documents for all states.
• Use available tools and resources to support members with some assistance.
• Effectively operate in a contact center environment and navigate multiple systems/programs while maintaining an engaging member interaction that occurs across multiple channels.
• Provide detailed issue diagnosis while minimizing transfers, escalations and call backs.

What you have:

• Successfully acquire Property & Casualty (P&C) license before date of hire and successfully complete state registrations within 90 days of hire
• High School Diploma or GED equivalent
• Ability to communicate clearly and professionally with members by phone, and email to process information related to insurance products

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

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.

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.