Overview

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 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.We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.The OpportunityIt is all about learning and growing. Our Bank Customer Service & Sales 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 Phoenix office for future customer service and sales opportunities in 2026. The office is located at Norterra Dr. (Happy Valley) and I-17. 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. 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 & Sales 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 environmentUse effective communication probing questions and critical thinking skills to identify member needs and provide relevant solutions which may include offering banking productsEfficiently 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 acquisitionAdvise and educate members on available USAA digital tools and resources to improve the user experienceProvide outstanding member service by demonstrating empathy, active listening, and professionalismApply strong time and call management skills in assisting members with banking needsEmbrace continuous improvement and development through coaching and collaboration with manager and team membersWhat you have: High School Diploma OR GEDAbility 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 productsAbility to prioritize and multi-task while navigating through multiple business applicationsStrong interpersonal and communication skillsSuccessful completion of a job-related assessment is requiredWhat sets you apart: 1+ year of experience in a needs-based sales or customer engagement environment within a bank or financial advisory setting, with a demonstrated track record of assessing customer needs, recommending appropriate solutions, and building trustProven success in a high volume, fast paced contact center enviro