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Medical Customer Service Agent

Company: USAA
Location: San Antonio
Posted on: May 15, 2024

Job Description:

Why USAA?
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 believe in our core values of honesty, integrity, loyalty and service. 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 exceptional member service.
We offer a flexible work environment that requires an individual to be in the office 4 days per week. Relocation assistance is not available for this position.
Handle the daily operations and performance of a Bank Sales and Service Contact Center team.
Resolve member issues using emotional intelligence and a needs-based analysis approach to achieve member satisfaction.
Consistently analyze performance metrics and supervise key performance indicators to identify trends and draw performance insights.
Contributes to process and procedure improvements aimed at simplifying, streamlining, mitigating risks, and improving member experience.
Ensure timely completion of ongoing compliance training. Accurately audits call evaluations to ensure adherence to policies and procedures.
Build and supervise a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities. Ensure risks associated with business activities are effectively identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures.

Bachelor's degree; 6 years of call center, financial services or military experience.
-2 years of direct team lead, supervisory or management experience to include successful process improvements.
- 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.
- Experience working in a Bank or Financial Services contact center environment.
- Recent 2 years of direct team lead, supervisory, or management experience in a financial services contact center.
- Direct experience with performance management.
-Ability to work non-core hours to include nights and weekends with occasional holidays, if needed.
- US military experience through military service or a military spouse/domestic partner


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. 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. Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. 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, San Antonio , Medical Customer Service Agent, Sales , San Antonio, Texas

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