Customer Service Representative

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. The Opportunity As a dedicated Consumer Account Specialist-Intermediate-Military Benefits, you will within defined guidelines and framework, provides member service for consumer bank accounts. Performs transaction processing through Omni channels for various bank products. Ensures transactions are accurate and responsible for providing quality service within compliance requirements. Partners with other cross-functional teams to research, analyze, and resolve member account or loan maintenance problems. This job profile is designated as a Sensitive Position. Sensitive Positions are those positions in which individuals have the authority and ability to conduct in-scope activities (movement of USAA or Member funds) as defined within the Enterprise Sensitive Positions Mandatory Time-Away Compliance Policy. Employees in Sensitive Positions are required to fulfill a Mandatory Time-Away (MTA) requirement of 10 consecutive business days each calendar year. 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 one of the following locations: San Antonio, TX, Phoenix, AZ or Tampa , FL . Relo cation assistance is not available for this position. What you'll do: Performs maintenance, research, and resolution of member accounts within established processes Updates member account information on various Bank products that may include Credit Card, Deposit, Consumer Loan, Home Equity Loans and Archived Accounts. Contacts members in adherence to service level objectives for additional information and/or provides status and final resolution, as requested. Meets member happiness objectives. Reviews required account documentation to ensure compliance with state federal regulations. May analyze and review required account documentation to ensure compliance with USAA, State and Federal regulations and policy. Seeks mentorship from team members to resolve issues and identifies appropriate issues for customer concern. May participate in ad-hoc seasonal business activities. Ensures risks associated with business activities are optimally identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures. What you have: High School Diploma or General Equivalency Diploma required. 1 year customer contact experience in a sales, military, or call center environment via telephone, e-mail, and/or face-to-face Developing knowledge federal regulations including Bank Secrecy Act, OFAC, USA Patriot Act, Americans with Disabilities Act, Right to Financial Privacy Act, Gramm-Leach-Bliley Act, Regulation E. Developing knowledge of Windows operating system environment and Microsoft Office tools. What sets you apart: US military experience through military service or a military spouse/domestic partner. Experience with SCRA (Servicemembers Civil Relief Act). Experience with DMDC (Defense Manpower Date Center). Compensation range: The salary range for this position is: $ 43,680 - $ 67,720 . USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.). 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. 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Location: Tampa, FL, US

Posted Date: 4/18/2025