Dedicated and Empathetic Customer Care Advisor for Insurance Products and Services – Delivering Exceptional Support to Military Families and Communities

Introduction to USAA and Our Mission

At USAA, we pride ourselves on being a military-friendly organization dedicated to serving the unique needs of military personnel, veterans, and their families. Our commitment to honesty, integrity, loyalty, and service drives everything we do, from providing top-notch insurance products to fostering a work environment that values and supports the well-being of our employees. As a Customer Care Advisor, you will play a pivotal role in our mission to deliver exceptional service and support to our members, ensuring they receive the best possible experience when interacting with our insurance services.

Job Summary

We are seeking a highly skilled and compassionate Customer Care Advisor to join our team. This role is based in a remote setting, offering the flexibility and comfort of working from home while still being an integral part of our vibrant and dedicated team. As a Customer Care Advisor, you will be responsible for providing outstanding support to our members, addressing their insurance needs, and ensuring that every interaction exceeds their expectations. Through our comprehensive training program, you will gain in-depth knowledge of our insurance products and services, enabling you to offer expert advice and solutions tailored to each member's unique situation.

Key Responsibilities

• Handle inbound and outbound communications with members via phone, email, or other channels, addressing inquiries about insurance products, quotes, policy details, billing, and more.
• Assist members in navigating our insurance services, including quotes, new business bindings, policy inquiries, billing, payments, underwriting, and coverage provisions, ensuring clarity and understanding at every step.
• Identify and understand the diverse needs of our members to provide personalized advice and solutions for insurance products and services, demonstrating empathy and a customer-centric approach.
• Operate efficiently within a fast-paced contact center environment, maintaining high levels of engagement and professionalism across multiple communication channels.
• Maintain the required Property & Casualty license and state registrations, staying updated on regulatory and compliance requirements to ensure adherence to industry standards.

Qualifications and Experience

To excel in this role, you should possess a combination of education, skills, and experience that align with our requirements. These include:

• A High School Diploma or GED equivalent, laying the foundation for further learning and professional development.
• Proven ability to deliver exceptional customer service via phone and email, with a strong focus on empathy, understanding, and resolution.
• Strong prioritization and multitasking skills, enabling you to manage multiple tasks and responsibilities in a dynamic environment.
• Basic knowledge of insurance regulatory and compliance requirements, with the ability to learn and adapt to our specific products and services.
• The capability to acquire Property & Casualty licenses and state registrations within 90 days of hire, demonstrating your commitment to professional development and compliance.
• At least 1 year of customer contact experience in a needs-based sales environment, preferably within the insurance sector, where you have honed your skills in understanding customer needs and providing tailored solutions.
• 6 months of experience in frequently communicating with customers by phone, email, or face-to-face, showcasing your ability to build rapport and trust with diverse audiences.
• US military experience through military service or as a military spouse/domestic partner is highly valued, as it aligns with our mission and enhances your understanding of our members' unique challenges and needs.

Essential Skills and Competencies

Beyond the formal qualifications, we are looking for individuals who possess a unique blend of skills and competencies that will enable them to thrive in this role. These include:

• Communication Skills: The ability to communicate clearly, empathetically, and effectively with members, colleagues, and other stakeholders.
• Problem-Solving Skills: A proactive approach to identifying and resolving issues, with the ability to think critically and creatively.
• Adaptability and Flexibility: The capacity to adapt to changing circumstances, priorities, and deadlines in a fast-paced environment.
• Teamwork and Collaboration: A willingness to work collaboratively as part of a team, supporting colleagues and contributing to a positive and inclusive work environment.
• Continuous Learning: A commitment to ongoing learning and professional development, staying updated on industry trends, products, and best practices.

Career Growth Opportunities and Learning Benefits

At USAA, we are dedicated to the growth and development of our employees. As a Customer Care Advisor, you will have access to a comprehensive training program designed to enhance your knowledge and skills in insurance products and services. Additionally, we offer career path planning and continuing education support, providing you with the tools and resources needed to advance your career and achieve your professional goals.

Work Environment and Company Culture

Our work environment is built on the principles of honesty, integrity, loyalty, and service. We foster a culture that values diversity, equity, and inclusion, recognizing the unique contributions and perspectives of each employee. As a remote worker, you will be part of a distributed team that is connected through technology and a shared commitment to our mission. We believe in supporting the well-being of our employees, offering a range of benefits and programs that promote physical, financial, and emotional wellness.

Compensation, Perks, and Benefits

We offer a competitive compensation package that reflects your experience and qualifications. The hiring range for this position is $45,010 - $47,510. Beyond the salary, you will be eligible for pay incentives based on corporate and individual performance, a comprehensive benefits package, and opportunities for career advancement and professional growth.

Conclusion and Call to Action

If you are a dedicated and empathetic individual with a passion for delivering exceptional customer service, we invite you to join our team as a Customer Care Advisor. This role offers a unique opportunity to make a meaningful difference in the lives of military families and communities, while also advancing your career in a dynamic and supportive environment. Please submit your application today to embark on this rewarding journey with USAA.