Manager, Bank Sales and Service Contact Center

Why USAA?

The Opportunity

As a dedicated Bank Sales and Service Contact Center Manager, 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. Ensure team delivers member support while consistently adhering to compliance policies and procedures and maintaining exceptional 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 the following location: San Antonio, TX. Relocation assistance is not available for this position.

What you'll do:

• Handle the daily operations and performance of a Bank Sales and Service Contact Center team.
• Deliver expert-level knowledge of Banking products and/or processes to include applicable laws, rules, and regulations.
• Resolve member issues using emotional intelligence and a needs-based analysis approach to achieve member satisfaction.
• Consistently analyze performance metrics and supervise key performance indicators to identify trends and draw performance insights.
• Maintain knowledge in workforce management strategies sought at improving operational efficiencies. Contributes to process and procedure improvements aimed at simplifying, streamlining, mitigating risks, and improving member experience.
• Adapt to different learning styles with an ability to think creatively and consider alternative solutions. Motivate and encourage others to navigate challenges successfully.
• Ensure timely completion of ongoing compliance training. Accurately audits call evaluations to ensure adherence to policies and procedures.
• Build and supervise a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities. Fosters open communication and collaboration.
• Ensure risks associated with business activities are effectively identified, measured, supervised, 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 call center, financial services or military experience. 
• 2 years of direct team lead, supervisory or management experience to include successful process 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 complex issues. 
• Demonstrated excellent verbal/written communication skills.

What sets you apart:

• Experience working in a Bank or Financial Services contact center environment.
• Recent 2 years of direct team lead, supervisory, or management experience in a financial services contact center.
• Direct experience with performance management.
• 2+ years of experience coaching on call evaluations for team members to include call behaviors, compliance, and operational 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.
• US military experience through military service or a military spouse/domestic 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: $67,220- $121,000.

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.