Why Choose a Career at USAA?
At United Services Automobile Association (USAA), we are committed to empowering our members to achieve financial security through our highly competitive products, exceptional service, and trusted advice. Our mission is to be the top choice for military families and communities, and we have consistently delivered on this promise since our establishment.
At USAA, our core values of honesty, integrity, loyalty, and service, define our interactions with our members and each other. These values are not just empty words, but rather the guiding principles that make us impactful and unique in the financial services industry. We invite you to be part of this fulfilling career journey at USAA.
Embrace Growth and Learning at USAA
At USAA, we believe in the power of learning and growth. We understand that a career in Bank Customer Service may be a new path for you, and we are ready to invest in your development. Our comprehensive, fully paid, three-month training program is designed to equip you with all the necessary skills and knowledge to excel in your role.
Our in-office development program offers hands-on training, class discussions, and e-learning modules. We provide all the support you need to develop a proactive and independent approach to serving our members.
Join Our Phoenix Team
We are currently seeking dedicated professionals to join our team in Phoenix for future bank customer service and sales opportunities in 2026. The office is conveniently located on Norterra Dr. (Happy Valley) and I-17. We offer a variety of schedules, ranging from 6:00 am to 10:00 pm local time, and a shift differential of 15% for any weekday hours worked after 6:00 pm and any hours worked on Saturday or Sunday.
Our work schedules vary weekly and will include one weekend day. We have new training classes starting every month. We strongly encourage military veterans and spouses to apply. Please note that we currently do not offer relocation assistance for this position.
The Role of a Bank Customer Service Representative at USAA
As a Bank Customer Service Representative, you will be instrumental in facilitating the financial security of our members. Your role will involve needs-based sales and service conversations on a single Banking line of business or product set such as deposits, credit cards, and website customer support. You will have the opportunity to make a real difference to our members by identifying their immediate and underlying financial needs and providing relevant solutions through USAA Banking products and services.
Key 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
- Efficiently navigate multiple systems and programs while maintaining an engaging member interaction
- Develop banking product knowledge to attract new members and expand relationships with current members
- Advise and educate members on available USAA digital tools and resources
- 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
Qualifications:
- High School Diploma OR GED
- Exceptional customer service skills
- Ability to prioritize and multi-task
- Strong interpersonal and communication skills
- Successful completion of a job-related assessment is required
What Sets You Apart
- US military experience or being 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 with customers by phone
USAA offers competitive compensation, with the hiring range for this position being $43,680.00 – $44,680.00. We have an effective process for assessing market data and establishing ranges to ensure our packages remain competitive.
Benefits of Working at USAA
USAA is committed to the well-being of our employees and offers best-in-class benefits to support their physical, financial, and emotional wellness. These 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. We also offer career path planning and continuing education to assist employees with their professional goals.
USAA is an Equal Opportunity Employer. We encourage all qualified applicants to apply, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.
