Call Center Representative

Company: USAA
Location: Leander
Posted on: August 7, 2022

Job Description:

Purpose of JobWithin defined guidelines and framework, provides the Property & Casualty (P&C) member experience by performing customer service, sales, and retention activities for multiple USAA personal line products that occur across multiple contact channels (i.e. inbound and/or outbound phone calls, email, chat, social media, etc.) to provide adequate coverage and advice to help ensure members' financial security and aligns to USAA standards.Job Requirements

• Identifies and manages existing and emerging risks that stem from business activities and the job role.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.
• Follows written risk and compliance policies, standards, and procedures for business activities.
• Facilitates the Property & Casualty (P&C) member experience by answering inbound and/or outbound phone calls, emails, and/or other contacts from members at a high level of expertise.
• Applies expert knowledge of personal lines insurance to assist members with 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 and/or international requirements and offerings. Serve as a subject matter expert.
• Utilizes the tools and resources available to support members. -
• Identifies, assesses and understands member needs and consistently provides complete and accurate advice and solutions, including products and services. Provides through thorough issue diagnosis while minimizing transfers, escalations and call backs.
• Effectively operates in a contact center environment and navigate multiple systems/programs while maintaining an engaging member interaction that occurs across multiple channels.
• Successfully completes skills-based and /or licensing training at the time of hire as well as remain current with continuing education requirements and routine and /or ad hoc required learning courses.
• Provides peer coaching, mentoring and training support for compliance and technical skills to less-experienced employees.Minimum Experience:
  • High School Diploma or General Equivalency Diploma required.
  • 2 years customer service experience in insurance, financial services and/or relevant direct customer service and/or sales experience.
  • Successfully acquire Property & Casualty (P&C) license and state registrations no later than 90 days of hire.
  • Strong interpersonal and communication skills to build rapport with prospective and existing members.
  • Ability to prioritize and multi-task, including navigating through multiple business applications.
  • Demonstrated knowledge and understanding of insurance regulatory and compliance requirements.
  • Successful completion of a job-related assessment may be required.Preferred Experience:
    • Ability to gather, prioritize, and provide real-time feedback to internal teams such as Engineering, Product and Design.
    • Be a spokesperson internally for the member, promoting continuous improvement and innovation.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 position. The salary range for this position is: $43,680.00-$73,800.00.Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the USAA Board of Directors.*Geographical Differential: Geographic pay differential is additional pay provided to eligible employees working in locations where market pay levels are above the national average.Shift premium will be addressed on an individual basis for applicable roles that are consistently scheduled for non-core hours.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.To see details on our outstanding benefits, visit USAA Total Rewards.Relocation assistance is not available for this position.

Keywords: USAA, Austin , Call Center Representative, Other , Leander, Texas