Bank Sales and Service Contact Center Representative III

$43,680 - $44,680/Yr

USAA

Full-time - Entry Level

Credit Intermediation and Related Activities

About the position

The Bank Sales and Service Contact Center Representative III at USAA is responsible for providing exceptional customer service and facilitating the financial security of members through needs-based sales and service conversations. This role involves handling inbound member calls, identifying financial needs, and offering relevant banking products and services. The position requires effective communication, critical thinking, and the ability to navigate multiple systems in a fast-paced contact center environment. USAA is committed to investing in employee development through a comprehensive training program.

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

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

Nice-to-haves

• 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

Benefits

• 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
• Various wellness programs
• Career path planning and continuing education assistance