About the role
Why USAA?
At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.
Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.
We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.
The Opportunity
It is all about learning and growing.
Our Bank Customer Service & Sales role may be a new career for you. There’s a lot to learn, but the journey is mapped out and USAA is willing to invest in you! Our comprehensive, fully paid three-month training program includes all training materials, class discussions, hands-on training, and e-learning modules. Our in-office development program provides the training you need and the encouragement to create a proactive and independent support style to service our membership.
As a Bank Customer Service & Sales Representative, you'll work within defined guidelines to facilitate the financial security of members through needs-based sales and service conversations on a single Banking line of business or product set (for example, deposits, credit cards, and website customer support). In this role, you will make a difference to our members as you identify immediate and underlying financial needs and respond with relevant solutions through offering USAA Banking products and services.
Location: Tampa, FL
Worksite: Tampa Commerce Park Office: 17200 Commerce Park Boulevard
Worksite: Tampa Crosstown Office: 9527 Delaney Creek Blvd
Training Schedule
- Fully paid training program.
- Monday through Friday.
- 8-hour shifts scheduled between 8:30 AM and 5:00 PM.
Work Schedule
- 40-hour work week with a 5-day schedule based on business needs.
- Schedules may include weekdays, weekends, and evening shifts up to 8:00 PM local time, including a permanent Saturday or Sunday schedule.
- Eligible for a 15% shift differential for hours worked after 6:00 PM local time and all hours worked on weekends.
What you'll do:
- 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
What you have:
- 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, and the ability to pay attention to detail
- Successful completion of a job-related assessment is required
What sets you apart:
- US military experience through military service or a military spouse/domestic partner
- One year of demonstrated experience engaging customers in a needs‑based environment, applying military training to build trust, assess needs, and deliver mission‑focused solutions that translate directly to financial service and advisory roles. Core capabilities that translate directly to financial advisory and service roles.
- Experience thriving in a high‑volume, fast‑paced contact center
- Over six months of demonstrating strong communication, de‑escalation skills, and confidence handling complex customer matters.
Work Environment
- In-office contact center environment with a dedicated workstation, dual monitors, phone, and headset.
- Support members through inbound calls while using multiple systems and applications.
- Build valuable skills in multitasking, problem-solving, and customer service.
- Most of your day will be spent assisting members by phone, with scheduled breaks included.
- Two paid 20-minute breaks and one unpaid 35-minute lunch each shift.
- Reliable attendance and schedule flexibility are important for success.
- USAA maintains a tobacco-free, smoke-free, and vape-free workplace.
Compensation range: The hiring range for this position is: $43,680.00 - $44,680.00
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.
Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.
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.
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, visit our benefits page on USAAjobs.com
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.