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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills by effectively communicating and providing solutions in a fast-paced contact center environment. Proficient in navigating multiple systems while maintaining professionalism and empathy in member interactions.
Highest-signal resume keywords
Customer ServiceEffective CommunicationTime ManagementProblem SolvingBanking 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
Interpersonal SkillsActive ListeningEmpathyProfessionalismDe-Escalation Skills
Tools & Technologies
USAA Digital ToolsBusiness Applications
Certifications & Qualifications
High School DiplomaGED
Industry Keywords
Contact CenterMember ServiceCustomer EngagementContinuous Improvement
About the role
Key responsibilities & impact- Handle inbound member calls in a fast-paced contact center environment
- Use effective communication, 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 to assist members with banking needs
- Pursue continuous improvement and development through coaching and collaboration with managers and team members
- Complete fully paid training including class discussions, hands-on training, and e-learning modules
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 (what sets you apart)
- Experience thriving in a high-volume, fast-paced contact center (what sets you apart)
- Over six months of strong communication, de-escalation skills, and confidence handling complex customer matters (what sets you apart)
- Reliable attendance and schedule flexibility are important for success
Benefits
Comp & perks- Fully paid three-month training program
- 15% shift differential for hours worked after 6:00 PM local time and all hours worked on weekends
- Two paid 20-minute breaks per shift
- Comprehensive medical, dental and vision plans
- 401(k)
- Pension
- Life insurance
- Parental benefits
- Adoption assistance
- Paid time off program
- Paid holidays
- 16 paid volunteer hours
- Various wellness programs
- Career path planning
- Continuing education
- Remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs