Bank Sales & Service

About the Role

At USAA, our mission is to empower members to achieve financial security through competitive products, exceptional service, and trusted advice. We aim to be the #1 choice for the military community and their families. This role offers a fulfilling career where core values – honesty, integrity, loyalty, and service – define how we treat each other and our members. USAA roles may offer remote or hybrid flexibility for active-duty military spouses.

The Opportunity

This Bank Customer Service & Sales role is designed for learning and growth, with a comprehensive, fully paid three-month training program. The in-office development program provides the training and encouragement needed to develop a proactive and independent support style. As a Bank Customer Service & Sales Representative, you will facilitate financial security through needs-based sales and service conversations within a specific Banking line of business or product set (e.g., deposits, credit cards, website customer support). You will identify financial needs and offer relevant solutions by presenting USAA Banking products and services.

Location

San Antonio, TX

Worksite: 9800 Fredericksburg Rd San Antonio, TX 78288

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 10:00 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.

Key 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 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 their 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 your manager and team members.

Requirements & Tech Stack

• High School Diploma OR GED
• Ability to provide outstanding customer service 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.
• 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 skills in multitasking, problem-solving, and customer service.

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.
• 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.

Compensation Range

The hiring range for this position is: $43,680.00 - $44,680.00. You are paid within the salary range based on your experience and market data of the position. The actual salary may vary by location. Employees may be eligible for pay incentives.