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Call center representative

Company: Usaa
Location: Glendale
Posted on: February 7, 2024

Job Description:

Why USAA? Let's do something that really matters. At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation's military, but we all share in the mission to give back to those who did. We're working as one to build a great experience and make a real impact for our members. We believe in our core values of honesty, integrity, loyalty and service. They're what guides everything we do - from how we treat our members to how we treat each other. Come be a part of what makes us so special! The Opportunity As a dedicated Bank Sales and Service Contact Center Manager, you will be responsible for the day-to-day operations and performance of a Bank Sales and Service Contact Center team within a fast-paced contact center environment that offers USAA bank products, including checking/savings, credit cards, and auto/personal loans. Accountable for maintaining department standards through performance management, business optimization, and professional development. Ensure team delivers member support while consistently adhering to compliance policies and procedures and maintaining outstanding member service. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in the following location: Phoenix, AZ. Relocation assistance is not available for this position. What you'll do: Manage the daily operations and performance of a Bank Sales and Service Contact Center team. Deliver expert-level knowledge of Banking products and/or processes to include applicable laws, rules, and regulations. Resolve member issues using emotional intelligence and a needs-based analysis approach to achieve member satisfaction. Consistently analyzes performance metrics and monitors key performance indicators to identify trends and draw performance insights. Maintain knowledge in workforce management strategies aimed at improving operational efficiencies. Contributes to process and procedure improvements aimed at simplifying, streamlining, mitigating risks, and improving member experience. Adapt to different learning styles with an ability to think creatively and consider alternative solutions. Motivates and encourages others to navigate challenges efficiently. Ensure timely completion of ongoing compliance training. Accurately audits call evaluations to ensure adherence to policies and procedures. Build and oversee a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities. Cultivate open communication and collaboration. Ensure risks associated with business activities are efficiently identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures. What you have: Bachelor's degree; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree. 6 years experience in financial services or 6 years military experience. 2 years of direct team lead, supervisory or management experience to include successful process improvements. Knowledge of Banking products, processes and applicable laws, rules, and regulations. Ability to understand, interpret and coach employees on bank regulatory and compliance requirements. Demonstrated experience identifying emerging business risks or areas of opportunity and proposing solutions. Strong interpersonal and decision-making and critical thinking skills. Proven problem-solving skills to effectively provide resolution on complex issues. Demonstrated excellent verbal/written communication skills. What sets you apart: Recent experience working in a Bank or Financial Services contact center environment. Recent Retail Bank product experience (preferably Deposit ) 2 or more years of experience coaching on call evaluations for team members to include call behaviors, compliance, and technical opportunities and metrics. Ability to work non-core hours to include nights and weekends with occasional holidays, as needed. Strong interpersonal skills to include verbal and written communication with all levels of leadership and team members. US military experience through military service or a military spouse/domestic partner. 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. What we offer: 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 data of the position. The actual salary for this role may vary by location. The salary range for this position is: $65,090- $117,080. Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors. 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. For more details on our outstanding benefits, please visit our benefits page on Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting. 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.

Keywords: Usaa, Glendale , Call center representative, Other , Glendale, Arizona

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