Manager, Bank Sales and Service Contact Center - CC and Deposits - USAA : Job Details

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 Manager, Bank Sales, and Service Contact Center for Credit Card and Deposits, you will be responsible for the day-to-day operations and performance of a Bank Sales and Service Contact Center team within a fast-paced contact center environment that offers USAA bank products, including checking/savings, credit cards, and auto/personal loans. Accountable for maintaining department standards through performance management, business optimization, and professional development. Ensures team delivers member support while consistently adhering to compliance policies and procedures and maintaining outstanding member service.

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.

Work Schedule: Sunday 9:00am-5:30pm & Monday-Thursday 11:30am-8:00pm

Relocation assistance is not available for this position.

• Manages the daily operations and performance of a Bank Sales and Service Contact Center team.
• Delivers expert-level knowledge of Banking products and/or processes to include applicable laws, rules, and regulations.
• Resolves member issues using emotional intelligence and a needs-based analysis approach to achieve member happiness.
• Consistently analyzes performance measurements and supervises key performance indicators to identify trends and draw performance insights.
• Maintains knowledge in workforce management strategies sought at improving operational efficiencies. Contributes to process and procedure improvements sought at simplifying, streamlining, mitigating risks, and improving member experience.
• Adapts to different learning styles with an ability to think creatively and consider alternative solutions. Motivates and encourages others to navigate challenges successfully.
• Ensures timely completion of ongoing compliance training. Accurately audits call evaluations to ensure adherence to policies and procedures.
• Builds and is responsible for a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, mentor and support, performance management, and managerial activities. Fosters open communication and teamwork.
• Ensures risks associated with business activities are effectively identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures.

• Bachelor's degree; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 6 years of call center, financial services, or military experience.
• 2 years of direct team lead, supervisory or management experience to include successful operational improvements.
• Knowledge of Banking products, processes and applicable laws, rules, and regulations.
• Ability to understand, interpret and coach employees on bank regulatory and compliance requirements.
• Demonstrated experience identifying emerging business risks or areas of opportunity and proposing solutions.
• Strong interpersonal and decision-making and critical thinking skills.
• Proven problem-solving skills to effectively provide resolution on sophisticated issues.
• Demonstrated excellent verbal/written communication skills.

• US military experience through military service or a military spouse/domestic partner
• Experience working in a Bank or Financial Services contact center environment.
• Over 2 years' experience coaching on call evaluations for team members to include call behaviors, compliance, and technical opportunities and metrics.
• Ability to work non-core hours to include nights and weekends with occasional holidays, if needed
• Strong interpersonal skills to include verbal and written communication with all levels of leadership and team members.

Compensation range: The salary range for this position is: $69,920 - $125,850.

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.