Customer Service Representative - Nights/Weekends

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. 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.Our Bank Customer Service & Sales role may be a new career for 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.We are currently seeking dedicated professionals to work in our Phoenix office for future customer service and sales opportunities in 2026. The office is located at Norterra Dr. (We have various schedules ranging from 6:00 am to 10:00 pm local time. These roles include a shift differential of 15% for any weekday hours worked after 6:00 pm and any hours worked on Saturday or Sunday. We have new training classes starting every month. Military veterans and spouses are highly encouraged to apply. Relocation assistance is not available for this position.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.Handle inbound member calls in a fast-paced contact center environmentAdvise and educate members on available USAA digital tools and resources to improve the user experienceProvide outstanding member service by demonstrating empathy, active listening, and professionalismEmbrace continuous improvement and development through coaching and collaboration with manager and team membersHigh School Diploma OR GEDAbility 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 productsAbility to prioritize and multi-task while navigating through multiple business applications1+ year of experience in a needs-based sales or customer engagement environment within a bank or financial advisory setting, with a demonstrated track record of assessing customer needs, recommending appropriate solutions, and building trust~ Proven success in a high‐volume, fast‐paced contact center environment~6+ months of heavy phone-based interaction (60%+), with strong communication, de-escalation, and confidence handling complex customer situations~ US military experience through military service or a military spouse/domestic partnerCompensation: 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. Additionally, our career path planning and continuing education assists employees with their professional goals.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.