Purpose of Job
Within defined guidelines and framework, provides the Property & Casualty (P&C) member experience by performing customer service, sales, and retention activities for one or more USAA personal line products that occur 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 and aligns to USAA standards.
We are currently seeking talented Insurance Professionals – Sales and Service for future opportunities in 2021 with the opportunity to work full time or part time at home or in the office.
WORK AT HOME REQUIREMENTS
·Member contact employees must have access to minimum broadband internet connection standards as defined by USAA. Current requirements are as follows:
·Bandwidth must have minimum capability of consistent speeds of 25 Mbps download and 5 Mbps upload.
·Wireless and Satellite coverage is currently not approved.
·Must be able to provide workspace at home that is safe, suitable for work, and provide a distraction free environment from background noises that may distract a member or internal USAA customer
Click on link below to watch USAA's Customer Service Careers Spotlight:
Come join our award winning team! USAA was recently recognized by Forbes® as one of the Best Employers in the U.S. and FORTUNE® magazine highlighted us as one of the World's Most Admired Companies®. We are proud to consistently receive outstanding awards and ratings for member service, employee well-being and financial strength. Everything that happens at USAA is based on our core values: Service, Loyalty, Honesty, and Integrity. These are the foundations of how we do business with our members, as well as how we treat each other.
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 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.
Utilizes the tools and resources available to support members with some assistance.
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.
TRAINING SCHEDULE FOR BOTH FULL TIME AND PART TIME:
Full schedule availability is needed (Monday) - (Friday), 8:00 AM - 10:00 PM.
Training includes New Employee Orientation, Licensing, Enterprise Knowledge, Pipeline training and On-the-job-training.
You must successfully complete a training program. USAA training programs include classroom instruction, computer-based lessons, and instructor-led activities with systems simulations.
Employees attending training are expected to meet USAA's established standards for performance, attendance and conduct.
FULL TIME: Availability to work 40 hours/week between Monday - Sunday 9:30 am - 12:00 midnight (Local time)
PART TIME: Part time: 9:00am - 2:00 pm Monday - Saturday, 4 day work week.
High School Diploma or GED equivalent.
Up to 1 year 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.
1 year of customer contact experience in a needs-based sales environment
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.
At USAA our employees enjoy one of the best benefits packages in the business, including a flexible business casual or casual dress environment, comprehensive medical, dental and vision plans, along with wellness and wealth building programs. Additionally, our career path planning and continuing education will assist you with your professional goals.
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: $37,000 – $40,000 *(this does not include geographical differential, it may be applied based on your work location)
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.
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.
Please click on the link below for more details.
USAA Total Rewards
Relocation assistance is not available for this position.
All Work at Home connectivity requirements must be met to work at home.
Qualified applicants must successfully complete a pre-employment background and drug screen.