Job Type: Full time
Purpose of JobABOUT USAAUSAA knows what it means to serve. We facilitate the financial security of millions of U.S. military members and their families. This singular mission requires a dedication to innovative thinking at every level.USAA is seeking two hardworking Managers, Bank Sales and Service Contact Center. One Manager will work in-office at the Tampa Campus and one will work in-office at the Tampa Crosstown office. The new hire will serve as a team leader, coach, mentor, role model, and change agent to a team of front-line employees who facilitate the financial security of members through needs-based sales and/or service conversations through a variety of channels for a variety of Banking products and services. Accountable for team performance related to compliance and risk mitigation goals as well as quality, service, deepening and/or acquisition behaviors.Job RequirementsTasks:Identifies and handles existing and emerging risks that stem from business activities and the job role.Ensures risks associated with business activities are effectively identified, measured, supervised, and controlled.   Follows written risk and compliance policies, standards, and procedures for business activities.Builds and coordinates a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, mentorship and support, performance management, and managerial activities.Drives business results and ensures employees provide appropriate Banking solutions to meet member needs.Responsible for adherence to mentorship and leadership routines.Responsible for employee development through regular mentorship and timely feedback. Selects, develops, and supports employees in fulfillment of USAA’s Mission.Performs managerial administrative duties to include performance evaluations, timesheet reviews, salary reviews, performance management, career counseling, and resolution of employee issues.Handles member issues and makes appropriate decisions based on policies.Maintains compliance with policies, procedures, and regulations by achieving compliance and risk mitigation goals.Minimum Requirements: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.Strong decision-making skills.Demonstrated experience in leading and improving processes.Ability to understand, interpret and mentor employees on bank regulatory and compliance requirements.Preferred Skills:Must be onsite, flexible to work a 40 hour schedule within the following days/times: Monday-Friday 7 am - 11 pm, Saturday 9 am - 8 pm and Sunday 9 am - 6 pm. The new hires will have 1 weekend day off and one day off Monday-Friday.6 years of experience in a Retail Bank Acquisitions Contact Center environment (Credit Cards, Deposits)3 years of leadership experience to include mentoring, coaching, and delivering on business results (KPI’s)2 years of direct experience conducting call evaluations for team members to include call behaviors, compliance, and technical opportunitiesStrong interpersonal skills to include verbal and written communication with all levels of leadership and team members.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.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 position. The salary range for this position is: $66,300-119,500*.Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the USAA Board of Directors.*Geographical Differential: Geographic pay differential is additional pay provided to eligible employees working in locations where market pay levels are above the national average.Shift premium will be addressed on an individual basis for applicable roles that are consistently scheduled for non-core hours.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.To see details on our outstanding benefits, visit USAA Total Rewards.Relocation assistance is not available for this position.