USAA membership is primarily reserved for military service members and their families. If you’re not eligible for USAA insurance, we can still serve you through the USAA Insurance Agency. It’s dedicated to helping you get a great mix of coverage, pricing and service from nationally known companies.

Customer Service – Bank

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 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.

The Opportunity

We are currently seeking dedicated professionals to work in our Colorado Springs office. We are hiring for new position openings from January through March 2025. Weekly work schedules vary and will include one weekend day. We have new training classes starting every month. Military veterans and spouses are highly encouraged to apply. 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

• 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

What You Have

• 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

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

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: $43,680 – $44,680.

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, 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.

Intermediate Life Solutions Specialist

The Intermediate Life Solutions Specialist helps to ensure the financial security of our membership by assessing member life insurance needs, providing advice and / or referrals for advice, and making the appropriate recommendations based on members’ individual needs and goals. May provide support to Health Solutions acquisition and retention based on member demand.

We offer a flexible work environment that requires an individual to be in the office 5 days per week. This position can be based in one of the following locations: San Antonio Home Office I, Colorado Springs Campus; Phoenix Campus (Main); Plano Legacy; or Tampa Crosstown . Relocation assistance is not available for this position.

What You’ll Do

• Receives request for advice from current and prospective members through various channels, including inbound and outbound phone calls, emails, faxes, and video telephony. Special Acquisitions Team employees will primarily place outbound calls triggered from underwriting work items.
• Asks questions to discover key information, including life events, and to understand member needs. Documents relevant information.
• Uncovers and recognizes life events, understands and assesses the member’s needs, financial situation, and goals.
• Develops and understands appropriate life insurance strategies based on individual member needs. Provides intermediate protection planning advice, including insurance protection, estate planning and enhanced solutions like long term care products.
• Recommends relevant life insurance product and solutions and refers members who may need financial advice to the respective department.
• Motivates member to take action on recommendation(s) and resolves objections using intermediate sales techniques and intermediate persuasion skills. Implements recommendation(s).
• Monitors legislative initiatives that may impact economy, society, and personal financial situation.
• Educates membership on implications of economic, industry trends and tax law changes, as well as USAA’s
• products and services.
• May conduct outbound follow-up calls to complete member acquisition of products and services previously discussed.
• Serves as a resource to less experienced team members on escalated issues of a routine nature.
• Guides and influences less experienced team members.

Work Hours

• Monday – Friday / 7:30am – 8:00pm (Central)
• An 8 hour shift will fall within these hours
• This role is required to be in office, with potential hybrid opportunity after 6 months.

What You Have

• High School diploma or GED
• Required maintenance of Life/Health license
• Required annual completion of AHIP and Broker/Carrier appointments when applicable.
• 1 year of financial industry and/or life sales experience
• Experience delivering frequent written and oral communication
• Experience acquiring and applying new concepts and information
• Experience processing and analyzing information
• Experience fulfilling requests and meeting deadlines
• Experience resolving conflict and negotiating
• Experience multi-tasking in an operating systems environment
• Experience participating in or leading teams
• Successful completion of a job-related assessment may be required

What Sets You Apart

• 2+ yrs experience working in Sales with life insurance
• 1+ yrs experience working in a call center environment
• CLU® – Chartered Life Underwriter or comparable designation
• 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.

Customer Service Insurance – Sales (Signing Bonus)

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 from home 2 days a week. The actual onsite days are settled between each employee and their manager.

Colorado Springs 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.

For new hires starting in December, January or February we are offering a signing bonus of $2,000. Bonuses will be paid in two equal installments of $1,000 after 45 days of employment and after one year of employment.

The Opportunity

We are currently seeking dedicated customer service professionals to work in our Colorado Springs office, located at 1855 Telstar Drive, Colorado Springs, Colorado 80920. Work schedules will vary and may include some weekends. These roles include a shift differential of 15% for hours worked after 6:00pm CST and any hours worked on Saturday or Sunday. We have new training classes starting every month. Military veterans and spouses are highly encouraged to apply.

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

• 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.
• Identify, evaluate and understand member needs and consistently provide complete and accurate advice and solutions, including product and service information. Provide detailed issue diagnosis while minimizing transfers and call backs.
• 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.
• Maintain required Property & Casualty licenses and state registrations.
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What You Have

• High School Diploma or GED equivalent
• Ability to provide exceptional customer service for our members by communicating clearly and professionally by phone, and email to process information related to insurance products
• Successfully acquire Property & Casualty license before date of hire and successfully complete state registrations within 90 days of hire

What Sets You Apart

• 1 year of customer contact experience in a needs-based sales environment
• US military experience through military service or a military spouse/domestic partner
• 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.

Training Schedule: Monday – Friday

8hr shift within the hours of 8:00am – 6:00pm

USAA provides support to our members 7 days a week. After training, you will be assigned either a 4 day or 5 day work schedule which includes weekends. Work schedules are assigned based on business need to ensure adequate coverage for our members.

Work Schedule

All work schedules for this role are 40 hours per week and will have both weekday and weekend hours. Work Schedule shifts will depend on business need.

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 hiring range for this position is: $46,400 – $48,900.

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

Customer Service – Bank

We are currently seeking dedicated professionals to work in our Phoenix office (located at 1 Norterra Drive, Phoenix, AZ 85085). We are hiring for new position openings from January through March 2025. Weekly work schedules vary and will include one weekend day. We have new training classes starting every month. Military veterans and spouses are highly encouraged to apply.

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

• 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.

What You Have

• 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.

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.

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: $43,680 – $44,680.