The Opportunity
As a dedicated Manager, Insurance Sales and Service, you will coach, mentor and develop a team of front-line employees in our Retail Storefront phone channel that are responsible for providing member experience for the sales, service, retention and underwriting of personal lines products in all locations using multiple contact channels. You will be accountable for financial and market performance through their team's results in relationship management, operational effectiveness, member retention and risk management.
We offer a flexible work environment that requires an individual to bein the office 4 days per week. Managers with new-hire teams will continue working in the office five days per week until their teams graduate to a hybrid schedule. At that point, Managers will transition to four days per week in the office. This position is based in the Crossway Office in Chesapeake, VA.
Relocation assistance may be available for this position.
What you'll do:
- Drive business results and revenue/product goal attainment; ensure team members provide appropriate product solutions to meet member needs.
- Manage day-to-day call center operations ensuring the effectiveness and efficiency of assigned resources to fulfill their member contact responsibilities. (i.e. Time management, schedule adherence, etc.).
- Handle member and Insurance Professional escalations and make appropriate risk decisions based on policies.
- Manage employee performance and facilitate professional development and career progression through regular coaching and timely feedback.
- Perform managerial duties to include selection, on-boarding, conducting performance evaluations, salary reviews, corrective actions, and resolution of employee issues to develop and retain a high-performing team.
- Identify and execute process improvements which maximize operational efficiencies and enhance member experience; act as a change agent.
- Maintain current with required insurance licenses and routine and /or ad hoc required learning courses.
- Accountable for personal and team performance related to compliance and risk mitigation goals as well as quality, service, deepening and/or acquisition behaviors that are aligned to internal company policies, procedures and external regulatory standards. Dedicated to first line of defense quality, compliance and audits. Ensure employees understand how the tasks they perform help mitigate risk and protect the brand and reputation of USAA.
- Required maintenance of Property & Casualty (P&C) license and state registrations.
- Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
What you have:
- Bachelor's degree; OR 4 years of relevant education and/or experience.
- 6 or more years of customer service or sales experience.
- 2 or more years of team lead, supervisory or management experience.
- Strong decision-making skills.
- Ability to understand, interpret and coach employees on insurance regulatory and compliance requirements.
What sets you apart:
- Currently an Insurance Sales and Service Manager or Insurance Sales and Service Senior.
- 3 or more years of coaching experience in the USAA phone channel environment.
- Experience in driving performance results, coaching, and strategy development.
- Master’s Degree, CPCU and/or AINS certified or actively pursuing.
- Able and willing to flex to shifts with later hours and/or weekends based on business need, 7am – 11pm, Monday – Saturday.
- US military experience gained through military service or gained as a military spouse / domestic partner
Compensation range: The salary range for this position is: $79,500 - $143,100.
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.
