Customer Service - Bank Sales & Service

Summary: USAA is dedicated to empowering its members to achieve financial security through exceptional service and trusted advice. The Bank Customer Service & Sales Representative role involves facilitating financial security for members through needs-based sales and service conversations, while providing outstanding member service and developing banking product knowledge. 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 which may include offering banking products - Efficiently 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 acquisition - Advise and educate members on available USAA digital tools and resources to improve the user experience - 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 Required Qualifications: - High School Diploma OR GED - Ability 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 products - Ability to prioritize and multi-task while navigating through multiple business applications - Strong interpersonal and communication skills - Successful completion of a job-related assessment is required Preferred Qualifications: - 1 year of proven customer engagement in a needs‑based sales environment, demonstrating your ability to assess client needs, recommend appropriate solutions, and build trust—core expectations in financial advisory and service roles - Experience thriving in a high‑volume, fast‑paced contact center - Over six months of high‑volume phone engagement (60%+), demonstrating strong communication, de‑escalation skills, and confidence handling complex customer matters - US military experience through military service or a military spouse/domestic partner Required Skills: Customer service, Needs-based sales Nice-to-Have Skills: Empathy, De-escalation skills Benefits: 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, Various wellness programs, Career path planning and continuing education