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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing outstanding member service through effective communication, critical thinking, and product knowledge in a fast-paced contact center environment. Proficient in navigating multiple systems and applications while maintaining high levels of empathy and professionalism.
Highest-signal resume keywords
Outstanding Customer ServiceCritical ThinkingCommunication SkillsTime ManagementBanking Product Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Banking ProductsNeeds-Based EngagementMulti-TaskingAttention to DetailCall Management
Soft Skills
EmpathyActive ListeningInterpersonal SkillsProfessionalismDe-Escalation Skills
Tools & Technologies
Contact Center SystemsDual MonitorsPhoneHeadsetBusiness Applications
Certifications & Qualifications
High School DiplomaGED
Industry Keywords
Fast-Paced EnvironmentMember ServiceContinuous ImprovementCoachingCollaboration
About the role
Key responsibilities & impact- Handle inbound member calls in a fast-paced contact center environment
- Use probing questions and critical thinking to identify member needs and provide relevant solutions, including banking products
- Navigate multiple systems and programs while maintaining engaging member interactions across multiple channels
- Develop banking product knowledge to attract new members and expand relationships with current members through product acquisition
- Advise and educate members on USAA digital tools and resources
- Provide outstanding member service through empathy, active listening, and professionalism
- Apply time and call management skills when assisting members with banking needs
- Pursue continuous improvement and development through coaching and collaboration with managers and team members
- Work in an in-office contact center with a dedicated workstation, dual monitors, phone, and headset
- Support members through inbound calls while using multiple systems and applications
Requirements
What you’ll need- High School Diploma OR GED
- Ability to provide outstanding customer service by communicating clearly and professionally by phone or email to process banking requests and provide information on banking products
- Ability to prioritize and multi-task while navigating through multiple business applications
- Strong interpersonal and communication skills
- Ability to pay attention to detail
- Successful completion of a job-related assessment is required
- One year of demonstrated experience engaging customers in a needs-based environment is listed as a differentiator
- Experience thriving in a high-volume, fast-paced contact center is listed as a differentiator
- Over six months of experience demonstrating strong communication, de-escalation skills, and confidence handling complex customer matters is listed as a differentiator
- Reliable attendance and schedule flexibility are important for success
Benefits
Comp & perks- Fully paid three-month training program, including training materials, class discussions, hands-on training, and e-learning modules
- 15% shift differential for hours worked after 6:00 PM local time and all hours worked on weekends
- Medical, dental, and vision plans
- 401(k)
- Pension
- Life insurance
- Parental benefits
- Adoption assistance
- Paid time off program
- Paid holidays
- 16 paid volunteer hours
- Wellness programs
- Career path planning
- Continuing education
- Two paid 20-minute breaks per shift