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Call Center Representative

Company: USAA
Location: Round Rock
Posted on: September 23, 2022

Job Description:

Purpose of JobAbout USAAUSAA knows what it means to serve. We facilitate the financial security of millions of U.S. military members and their families. This singular mission requires a dedication to innovative thinking at every level.Join the team that's helping better drivers to earn better car insurance rates. Noblr, now a USAA company, is smart, app-powered car insurance that empowers its members to personalize their monthly car insurance rates using their smartphones. Our members log their trips with the Noblr app, get driving insights that help them continuously improve, and earn rewards for responsible driving Coaches, mentors and develops a team of front-line employees in a contact center environment that are responsible for providing member experience for the sales, service, retention and underwriting of personal lines products in all locations using multiple contact channels. Accountable for enterprise, financial, and market performance through their team's results in relationship management, operational effectiveness, member retention and risk management.USAA values a culture that is highly collaborative, and we have found that a hybrid work type helps employees gain the best of both worlds - collaborating in-person in the office and working from home. The actual onsite days are settled between each employee and the employee's manager. Candidates are expected to live a commutable distance from one of our Austin, TX offices.Job RequirementsJob DutiesIdentifies 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.Drives business results and revenueproduct goal attainment; ensures team members provide appropriate product solutions to meet member needs.Manages day-to-day call center operations ensuring the effectiveness and efficiency of assigned resources to fulfill their member contact responsibilities. (i.e., time management, schedule adherence, etc.)Handles member and Insurance Professional escalations and makes appropriate risk decisions based on policies.Manages employee performance and facilitates professional development and career progression through regular coaching and timely feedback.Performs managerial duties to include selection, on-boarding, conducting performance evaluations, salary reviews, corrective actions, and resolution of employee issues to develop and retain a high-performing team.Identifies and executes process improvements which maximize operational efficiencies and enhance member experience; acts as a change agentMaintains current with required insurance licenses and routine and or ad hoc required learning courses.Accountable for personal and team performance related to compliance and risk mitigation goals as well as quality, service, deepening andor acquisition behaviors that are aligned to internal company policies, procedures and external regulatory standards. Dedicated to first line of defense quality, compliance and audits. Ensures employees understand how the tasks they perform help mitigate risk and protect the brand and reputation of USAA.Required maintenance of Property & Casualty (P) license and state registrations.Minimum ExperienceBachelor's degree: OR 4 additional years (10 Total) of related experience may be substituted in lieu of degree.6 or more years of customer service or sales experience.2 or more years of team lead, supervisory or management experience.Strong decision-making skills.Ability to understand, interpret and coach employees on insurance regulatory and compliance requirements.Successfully acquire Property & Casualty (P) license and state registrations within 90 days of hire.Preferred ExperiencePrevious Auto P Management experience.Experience gathering, prioritizing, and providing real-time feedback to internal teams such as Engineering, Product and Design by being a spokesperson internally for the customer, promoting continuous improvement and innovation.Ability to work a shift from 11am-8pm CST M-F.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 pensation: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: $72,900-$131,400.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 , Call Center Representative, Other , Round Rock, Texas

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