Customer Service Coordinator
Company: USAA
Location: Round Rock
Posted on: August 1, 2022
|
|
Job Description:
Purpose of JobWithin defined guidelines and framework, provides
the Property & Casualty (P) member experience by performing
customer service, sales, and retention activities for multiple USAA
personal line products that occur across multiple contact channels
(i.e. inbound and/or outbound phone calls, email, chat, social
media, etc.) to provide adequate coverage and advice to help ensure
members' financial security and aligns to USAA standards.Job
RequirementsIdentifies and manages existing and emerging risks that
stem from business activities and the job role.Ensures risks
associated with business activities are effectively identified,
measured, monitored, and controlled.Follows written risk and
compliance policies, standards, and procedures for business
activities.Facilitates the Property & Casualty (P) member
experience by answering inbound and/or outbound phone calls,
emails, and/or other contacts from members at a high level of
expertise.Applies expert knowledge of personal lines insurance to
assist members with complex quotes, binding new business, rating,
policy, billing, payment, underwriting, contract and coverage
provisions, and premium changes for insurance products and
services. Responsible for the respective trailing documents for all
states and/or international requirements and offerings. Serve as a
subject matter expert.Utilizes the tools and resources available to
support members. Identifies, assesses and understands member needs
and consistently provides complete and accurate advice and
solutions, including products and services. Provides through
thorough issue diagnosis while minimizing transfers, escalations
and call backs.Effectively operates in a contact center environment
and navigate multiple systems/programs while maintaining an
engaging member interaction that occurs across multiple
channels.Successfully completes skills-based and /or licensing
training at the time of hire as well as remain current with
continuing education requirements and routine and /or ad hoc
required learning courses.Provides peer coaching, mentoring and
training support for compliance and technical skills to
less-experienced employees.Minimum Experience:High School Diploma
or General Equivalency Diploma required.2 years customer service
experience in insurance, financial services and/or relevant direct
customer service and/or sales experience.Successfully acquire
Property & Casualty (P) license and state registrations no later
than 90 days of hire.Strong interpersonal and communication skills
to build rapport with prospective and existing members.Ability to
prioritize and multi-task, including navigating through multiple
business applications.Demonstrated knowledge and understanding of
insurance regulatory and compliance requirements.Successful
completion of a job-related assessment may be required.Preferred
Experience:Ability to gather, prioritize, and provide real-time
feedback to internal teams such as Engineering, Product and
Design.Be a spokesperson internally for the member, promoting
continuous improvement and innovation.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 position. The salary
range for this position is: $43,680.00-$73,800.00.Employees may be
eligible for pay incentives based on overall corporate and
individual performance or at the discretion of the USAA Board of
Directors.*Geographical Differential: Geographic pay differential
is additional pay provided to eligible employees working in
locations where market pay levels are above the national
average.Shift premium will be addressed on an individual basis for
applicable roles that are consistently scheduled for non-core
hours.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.To see details on our outstanding
benefits, visit USAA Total Rewards.Relocation assistance is not
available for this position.
Keywords: USAA, Round Rock , Customer Service Coordinator, Hospitality & Tourism , Round Rock, Texas
Click
here to apply!
|