Job Description

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.

We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

The Opportunity

Accelerate Your Career and Earnings

We invest in your success from day one with paid training, licensing support, and a clear path for growth. As you complete required licensing milestones and transition into your fully qualified role, you'll unlock increased earning potential, expanded career opportunities, and the ability to make an even greater impact for our members.

This is a phone-based, member-facing role in a fast-paced contact center environment where you'll spend most of your day assisting members through consecutive service and sales interactions. Success in this role requires strong communication skills, the ability to multitask across multiple systems, and a passion for helping others. Whether you're already licensed or just beginning your insurance career, USAA provides comprehensive paid training, licensing support, and development opportunities to help you grow and succeed.

Location: Phoenix, AZ

Worksite: 1 Norterra Drive, Phoenix, AZ 85085

Who Succeeds in This Role?

Our most successful teammates:

• Bring experience from customer service, sales, banking, insurance, retail, hospitality, healthcare, military, contact center or other customer interaction roles.
• Are passionate about helping others and building trusted relationships.
• Thrive in performance-driven environments with clear goals and expectations.
• Effectively balance member service, sales conversations, and compliance requirements.
• Learn new systems and processes quickly while maintaining accuracy.
• Demonstrate accountability, adaptability, and professionalism.
• Embrace feedback, continuous learning, and career growth.
• Support team success through collaboration, knowledge sharing, and leadership behaviors.

What You'll Do

• Help members with their 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

What you have:

• 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.

What sets you apart:

• Contact center experience
• Experience in sales, financial services, insurance, banking, telecommunications, retail sales, healthcare support, hospitality, or military operations.
• Experience working 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.
• Ability to obtain additional state licenses as needed.
• May be eligible for a $2,000 signing bonus.

Unlicensed Candidates

• Ability to obtain a Property & Casualty license for your state of residence by the third week of employment.
• Ability to obtain additional required state licenses and registrations within the first 90 days of employment.
• USAA provides paid training, study materials, and licensing support.

Training Schedule

• Fully paid training program.
• Monday through Friday.
• 8-hour shifts scheduled between 8:00 AM and 6:00 PM.

Work Schedule

• 40-hour work week with a 4-day or 5-day schedule based on business needs.
• Schedules may include weekdays, weekends, and evening shifts up to 9:00 PM local time, including a permanent Saturday or Sunday schedule.
• Eligible for a 15% shift differential for hours worked after 6:00 PM local time and all hours worked on weekends.

Work Environment

• In-office contact center environment with a dedicated workstation, dual monitors, phone, and headset.
• Support members through inbound calls while using multiple systems and applications.
• Build valuable skills in multitasking, problem-solving, and customer service.
• Most of your day will be spent assisting members by phone, with scheduled breaks included.
• Two paid 20-minute breaks and one unpaid 35-minute lunch each shift.
• Reliable attendance and schedule flexibility are important for success.
• USAA maintains a tobacco-free, smoke-free, and vape-free workplace.
• Ideal for candidates who enjoy helping others, solving problems, and thriving in a fast-paced, team-oriented environment.

Bonus Opportunity: Qualified licensed candidates may be eligible for a $2,000 signing bonus, paid in one installment after 45 days of employment.

Compensation range: The salary range for this position is $43,680.00 to $69,930.00 for unlicensed candidates and $44,080.00 to $74,390.00 for licensed candidates.

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.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

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.

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, visit our benefits page on USAAjobs.com

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

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.