Member Relationship Specialist

Job Location:  US-VA-Norfolk Job Category:  Customer Support/Client Care Status:  Full Time, Employee Job Reference #:   5194 Share our pride. Join our mission. As a Fortune 200 financial services company with more than $113.5 billion in owned and managed assets, USAA is on a mission — to facilitate the financial security of our members, the men and women of the U.S. military and their families worldwide. Headquartered on a showcase campus in San Antonio, TX, USAA attributes its long-standing success to its most valuable resource, our 22,000 employees. They are the heart and soul of our member-service culture. Recently Ranked #1 by Business Week in Customer Service,we are recognized for the superior service we provide to our members, and the exemplary work environment we provide for our employees. Everything that happens at USAA is based on our core values: Service, Loyalty, Honesty, and Integrity. These are the foundations of how we do business with our members, as well as how we treat each other. USAA is currently seeking a talented Member Service Representative for our Norfolk, Virginia location. As a Member Service Representative for USAA, you will provide policy service to members/customers for existing Auto and Property policies requiring licensure. You will contribute to P&C business goals through cross-selling and relationship building initiatives. This is the second level position in the Member Service Rep job hierarchy. Member Service Representative Job Duties: Provide initial response to all service requests for existing Auto and Property policies including related billing questions and internet troubleshooting as appropriate. Update member/customer's policies, set expectations, summarize call, follows through and brands USAA, as appropriate. Listen to and converses with members/customers to understand needs. Establish rapport, recognizes life events and identify coverage exposures and gaps where additional USAA products may be needed. Educate members/customers on the benefits of USAA personal lines insurance products/pricing/services. Gain member/customer's agreement for referral to appropriate area for P&C and enterprise solutions. Perform underwriting analysis to evaluate risk acceptability and determine appropriate product pricing for adjustments to and renewals of existing Auto and Property policies. Handle complex rating, coverage, or complaints when appropriate. Qualified candidates need to possess: High school diploma or equivalent plus 2 years' customer contact and/or sales experience and/or 60 college credit hours and/or successful completion of military services and/or 1 year of customer contact experience plus 30 college credit hours. Acquisition and maintenance of applicable licenses. Ability to attend up to 9 weeks of paid training and work 9:30 a.m. to 6:00 p.m. Monday - Friday for the first 4 months of employment. Availability to work within the hours of operation, 7:00 a.m. to 6:00 p.m., Monday - Friday and 8:00 a.m. to 4:30 p.m. on Saturday, after training. Preferred experience includes: College degree. One year of financial services. One year of call center experience. Relocation assistance is not available for this position. USAA is an Equal Opportunity Employer. At USAA our employees enjoy one of the best benefits packages in the business, including business casual dress environment, comprehensive medical, dental and vision plans, along with wellness and wealth building programs. Additionally, our career path planning and continuing education will assist you with your professional goals. Qualified applicants must successfully complete a pre-employment background and drug screen.