Manager, Bank Sales and Service Contact Center - CC and Deposits

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.

The Opportunity

As a dedicated Manager, Bank Sales, and Service Contact Center for Credit Card and Deposits, you will be responsible for the day-to-day operations and performance of a Bank Sales and Service Contact Center team within a fast-paced contact center environment that offers USAA bank products, including checking/savings, credit cards, and auto/personal loans. Accountable for maintaining department standards through performance management, business optimization, and professional development. Ensures team delivers member support while consistently adhering to compliance policies and procedures and maintaining outstanding member service.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio.

Work Schedule: Sunday 9:00am-5:30pm & Monday-Thursday 11:30am-8:00pm

Relocation assistance is not available for this position.

What you'll do:

• Manages the daily operations and performance of a Bank Sales and Service Contact Center team.
• Delivers expert-level knowledge of Banking products and/or processes to include applicable laws, rules, and regulations.
• Resolves member issues using emotional intelligence and a needs-based analysis approach to achieve member happiness.
• Consistently analyzes performance measurements and supervises key performance indicators to identify trends and draw performance insights.
• Maintains knowledge in workforce management strategies sought at improving operational efficiencies. Contributes to process and procedure improvements sought at simplifying, streamlining, mitigating risks, and improving member experience.
• Adapts to different learning styles with an ability to think creatively and consider alternative solutions. Motivates and encourages others to navigate challenges successfully.
• Ensures timely completion of ongoing compliance training. Accurately audits call evaluations to ensure adherence to policies and procedures.
• Builds and is responsible for a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, mentor and support, performance management, and managerial activities. Fosters open communication and teamwork.
• Ensures risks associated with business activities are effectively identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures.

What you have:

• Bachelor’s degree; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 6 years of call center, financial services, or military experience.
• 2 years of direct team lead, supervisory or management experience to include successful operational improvements.
• Knowledge of Banking products, processes and applicable laws, rules, and regulations.
• Ability to understand, interpret and coach employees on bank regulatory and compliance requirements.
• Demonstrated experience identifying emerging business risks or areas of opportunity and proposing solutions.
• Strong interpersonal and decision-making and critical thinking skills.
• Proven problem-solving skills to effectively provide resolution on sophisticated issues.
• Demonstrated excellent verbal/written communication skills.

What sets you apart:

• US military experience through military service or a military spouse/domestic partner
• Experience working in a Bank or Financial Services contact center environment.
• Over 2 years’ experience coaching on call evaluations for team members to include call behaviors, compliance, and technical opportunities and metrics.
• Ability to work non-core hours to include nights and weekends with occasional holidays, if needed
• Strong interpersonal skills to include verbal and written communication with all levels of leadership and team members.

Compensation range: The salary range for this position is: $69,920 - $125,850.

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within t