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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong communication and customer service skills while effectively navigating multiple systems to deliver personalized insurance solutions. Proven ability to thrive in a metrics-driven contact center environment, ensuring compliance and quality outcomes.
Highest-signal resume keywords
Contact Center ExperienceSales SkillsCustomer Service SkillsProperty & Casualty LicenseRelationship-Building Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Insurance SolutionsMetrics-Driven PerformanceAttention to DetailProblem IdentificationSolution Recommendation
Soft Skills
Strong CommunicationLearning AgilityAccountabilityAdaptabilityTeam Support
Tools & Technologies
Multiple SystemsDual MonitorsDedicated WorkstationPhoneHeadset
Certifications & Qualifications
High School DiplomaGEDProperty & Casualty LicensePersonal Lines License
Industry Keywords
Financial ServicesInsuranceBankingTelecommunicationsHealthcare SupportRetail SalesHospitalityMilitary Operations
About the role
Key responsibilities & impact- Help members with insurance needs through service, sales, and retention conversations
- Build trusted relationships by identifying needs and recommending personalized insurance solutions
- Deliver exceptional member experiences while balancing sales, service, and compliance requirements
- Navigate multiple systems and adapt to changing member and business needs in a fast-paced contact center environment
- Support team success and USAA's mission of serving military members, veterans, and their families
- Assist members through consecutive inbound phone service and sales interactions
- Use multiple systems and applications with a dedicated workstation, dual monitors, phone, and headset
Requirements
What you’ll need- High School Diploma or GED
- Strong communication, customer service, sales, and relationship-building skills
- Ability to thrive in a structured, metrics-driven contact center environment
- Experience working directly with customers, members, or clients, with a focus on identifying needs and recommending solutions
- Ability to navigate multiple systems while maintaining accuracy and attention to detail
- Strong learning agility and willingness to develop new skills
- Demonstrated accountability and commitment to delivering quality outcomes
- 3 to 5 years of contact center experience
- Experience in sales, financial services, insurance, banking, telecommunications, retail sales, healthcare support, hospitality, or military operations
- Experience in environments with performance, compliance, quality, or service metrics
- Licensed candidates: current active Property & Casualty or Personal Lines license in your state of residence or state of hire
- Licensed candidates: ability to obtain additional state licenses as needed
- Unlicensed candidates: ability to obtain a Property & Casualty license for your state of residence by the third week of employment
- Unlicensed candidates: ability to obtain additional required state licenses and registrations within the first 90 days of employment
- Reliable attendance and schedule flexibility
- Ability to work a 40-hour week with schedules that may include weekdays, weekends, and evening shifts up to 10:00 PM local time, including a permanent Saturday or Sunday schedule
Benefits
Comp & perks- Up to a $2,000 signing bonus for qualified licensed candidates, paid in one installment after 45 days of employment
- Paid training
- Licensing support
- Study materials
- 15% shift differential for hours worked after 6:00 PM local time and all hours worked on weekends
- 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
- Wellness programs
- Career path planning
- Continuing education
- Two paid 20-minute breaks per shift