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Job Description
Join USAA as a Customer Service Advisor and lead the Bank Sales and Service Contact Center, driving exceptional member experiences and operational excellence. Embrace a culture of continuous improvement while mentoring leaders and managing a large-scale team in a fulfilling environment.
Key Responsibilities
Oversee Bank Sales and Service Contact Center operations
Achieve Enterprise standards for Contact Center compliance
Improve member experience through data feedback
Lead large-scale member contact organizations
Coach and mentor leaders within the Contact Center
Develop understanding of member experiences and competitive environment
Execute operational expectations for contact center
Increase depth of member relationships
Identify and control business risks
Required Qualifications
Bachelor’s Degree or 4 years of related experience
10 years of progressive contact center experience in financial services
4 years of people leadership experience
3 years of experience developing strategy for large-scale programs
Deep understanding of banking regulatory environment
Strong technical aptitude and analytical skills
Previous leadership experience in large contact centers
Preferred Qualifications
Support transformation
Operational efficiency strategies
Strong focus on employee and leadership experience
Internal Audit Experience
Change Management Experience
Transformation and delivery Experience
Issues and Risk Management Experience
Experience leading large teams of 500 plus
US military experience
Benefits & Perks
Comprehensive medical, dental and vision plans401(k) and pensionLife insuranceParental benefits and adoption assistancePaid time off program with holidays and volunteer hoursCareer path planning and continuing education