Why USAA?

Let’s do something that really matters.

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

We are seeking dedicated Managers, Bank Sales, and Service Contact Center for our Tampa, FL location.

This position is a hybrid work type based in our Tampa, FL Offices. Hybrid roles help employees gain the best of both worlds – collaborating in-person in the office and working from home when needed to achieve focused results.

The candidates selected for this role will serve as a team leader, coach, mentor, role model, and change agent to a team of front-line employees who facilitate the financial security of members through needs-based sales and/or service conversations through a variety of channels for a variety of Banking products and services. They will be accountable for team performance related to compliance and risk mitigation goals as well as quality, service, deepening and/or acquisition behaviors.

What you'll do:

• Build and coordinate a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
• Drive business results and ensures employees provide appropriate Banking solutions to meet member needs.
• Be responsible for adherence to coaching and leadership routines.
• Lead employee development through regular coaching and timely feedback. Selects, develops, and supports employees in fulfillment of USAA’s Mission.
• Perform managerial administrative duties to include performance evaluations, timesheet reviews, salary reviews, performance management, career counseling, and resolution of employee issues.
• Handle member escalations and makes appropriate decisions based on policies.
• Maintain compliance with policies, procedures, and regulations by achieving compliance and risk mitigation goals.
• 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 call center, financial services or military experience.
• 2 years of direct team lead, supervisory or management experience.
• Strong decision-making skills.
• Demonstrated experience in managing and improving processes.
• Ability to understand, interpret and coach employees on bank regulatory and compliance requirements.

What sets you apart:

• Ability to work non-core hours to include nights and weekends with occasional holidays, if needed
• Experience working in a Bank or Financial Services contact center environment.
• 2+ years experience coaching on call evaluations for team members to include call behaviors, compliance, and technical opportunities and metrics.
• 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: $65,090-$117,080.

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.

Relocation assistance is not available for this position.

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.