Customer Support Representative
At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation's military, but we all share in the mission to give back to those who did. We're working as one to build a great experience and make a real impact for our members.
We believe in our core values of honesty, integrity, loyalty, and service. They're what guides everything we do “ from how we treat our members to how we treat each other. Come be a part of what makes us so special!The Opportunity
As a dedicated Manager, General Lines (High Net Worth Service Manager) you will coach, mentor, and develop General Lines Account Managers to provide members and nonmembers with High Value insurance, and/or Commercial Lines Insurance solutions. Use knowledge of High Value marketplace to support HVH teams throughout the client life cycle. Be accountable for team performance and deliverables. Collaborate with carriers on process improvements, escalations, exceptions, and trends.
This position can work remotely in the continental U.S. with occasional business travel.
Relocation assistance is not available for this position.
What you'll do:
Collaborate with internal and external stakeholders (alliance carrier underwriting, product management) to report needs, escalations and exceptions.
Support achievement of business objectives including compliance and regulatory action, revenue/growth targets, call center performance and product performance through effective management.
Maintain high degree of high value and/or commercial lines industry expertise and knowledge of industry trends to facilitate and support the technical and interpersonal skills development of their team.
Drive business results and revenue/product goal attainment; ensures team members provide appropriate product solutions to meet member needs.
Be responsible for leading the team in support of achieving individual and team goals, holding them accountable for performance and actions and develops employees through regular coaching and timely feedback.
Facilitate a sales culture while maintaining service excellence within a compliant fashion.
Be responsible for assessing internal/external talent with the talent acquisition team to make informed hiring decisions.
Utilize Value Agency Management Systems for operating in a multi-carrier environment to provide day-to-day operational support.
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
What you have:
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 insurance sales and service experience to include at least 2 years of High Value insurance experience, Commercial Lines Insurance, or Agency or Brokerage experience.
1 year of direct-to-consumer sales and service experience.
2 years of coaching, direct team lead, or supervisory experience.
Valid Property & Casualty insurance license for home state with ability to obtain multistate license within 90 days.
Experience managing multiple carrier relationships and performance with the use of carrier systems and reporting capabilities.
Experience with High Value Agency Management Systems.
Ability to work in agile and dynamic environment.
What sets you apart:
Service management experience within the USAA Insurance Agency High Value Space and/or High net worth Agency
Experience with account review processes and agency retention activities
CPRM or similar high net worth related designation
US Military experience through military service or a military spouse/partner
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.
What we offer:
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. The salary range for this position is: $81,770 - $156,290.
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.
For more details on our outstanding benefits, please 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.
Estimated Salary: $20 to $28 per hour based on qualifications.
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