Job description

Purpose of Job Let’s do something that really matters.

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 Insurance Customer Service role may be a new career for you. There’s a lot to learn. Our comprehensive, fully paid 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. We also pay for all licensing costs!

In this role, you'll learn about and support our Noblr product, a smart app-powered car insurance that empowers members to personalize their monthly car insurance rates using their smartphones. Our members log their trips with the Noblr app, get driving insights that help them continuously improve, and earn rewards for responsible driving.

Job Requirements
USAA values a culture that is highly collaborative, and we have found that a hybrid work type helps employees gain the best of both worlds – collaborating in-person in the office and working from home. The actual onsite days are settled between each employee and the employee’s manager. Candidates are expected to live a commutable distance from Austin, Texas.

As an Insurance Customer Service Representative, you will work within defined guidelines and framework, to provide customer service, sales, and retention activities for our Noblr auto insurance product. You will 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.

Primary Responsibilities:
Identifies and handles 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 and procedures for business activities.

Facilitates the Property & Casualty (P&C) member experience by answering inbound phone calls, emails, and/or other contacts from members.

Applies 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.

Identifies, assesses and understands member needs and consistently provides complete and accurate advice and solutions, including products and services. Provides thorough issue diagnosis while minimizing transfers, escalations and call backs.

Uses the tools and resources available to support members.

Effectively operates in a contact center environment and navigate multiple systems/programs while maintaining an engaging member interaction that occurs across multiple channels.

Required maintenance of Property & Casualty (P&C) license and state registrations.

Minimum Qualifications:
High School Diploma or GED equivalent

1 year of 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 within 90 days of hire

Strong interpersonal and communication skills

Ability to prioritize and multi-task, including navigating through multiple business applications

Successful completion of a job-related assessment may be required

Preferred Qualifications:
Current active personal lines or property and casualty license in your current state of residence/or state of hire

US military service or military spouse

Experience in a fast-paced contact center environment

6+ months experience frequently communicating (minimum 60 percent of the time) with customers by phone, e-mail, and/or face to face

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.

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 hiring range for this position is: $43,680.00 - $44,680.00.

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

Shift premium: 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.

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.

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