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Customer Support Specialist (On-site Banking Call Center)
Heritage Bank Oak Harbor, Washington
11/01/2025
Full time
Heritage Bank has an exciting opportunity to join our organization! Are you a and customer service professional? Can you expertly handle high-volume inbound calls while documenting call notes? Do you thrive on finding solutions for your customers? If so, apply today to learn more about this great opportunity! Heritage Bank is seeking a Customer Support Specialist (Banking Call Center) at our Oak Harbor Branch.Individuals in this role help customers by providing a warm welcome and greeting to everyone who calls in for assistance, and will process a variety of financial requests, while learning and maintaining a thorough knowledge of the Bank's products and services, to inform customers of other bank services that will meet their current and future needs.This position is Full Time; typical schedule is Monday - Friday8:00 a.m. to 5:00 p.m.and rotating Saturdays 9:00 a.m. to 1:00 p.m. Flexibility is required to ensure adequate staffing for training or employee absences.This position is fully onsite in Oak Harbor, Washington. Base Salary Range: Level I- $20.00 - $21.62- $24.84 per hour Level II- $22.00 - $22.70- $26.87 per hour Senior- $23.00 - $23.84- $28.61 per hour Depending on qualifications and experience Customer Service Center Representative (Customer Support Specialist) I, II or Senior may be considered. The Role at a Glance: Provide exceptional service to internal and external customers in accordance with the Heritage Bank Service Standards. Build and maintain strong relationships with all internal and external customers. Perform and/or assist with a full range of customer service oriented telephone activities; responds to customer inquiries and determines appropriate response or direction for the caller and customer escalations, as needed. Resolve online service customer requests through research and navigation within the organization, or escalation to an appropriate resource. Investigate and resolve problems for employees and customers via telephone or in person and escalate to management as appropriate. Ability to consistently apply superior decision making techniques pertaining to inquiries and requests as they apply to existing policies and procedures, keeping within assigned approval limits. Work effectively with other branches and departments as necessary for customer inquiry/problem resolution. Follow up on customer inquiries not immediately resolved. Accurately and efficiently transfers customer calls to appropriate specialist(s), or for escalated issues, as needed, and/or for additional research or resolution. Assesses customer and prospective customer needs, by telephone to meet their needs in a consistent and effective manner to build customer relationships. Actively participates in marketing and sales promotions, and recommend and refer bank products based on customer needs. Participates in training programs to enhance knowledge and referral abilities. Gains working knowledge of,and ensures bank activities, and job responsibilities are performed in compliance with, all state and federal banking laws and regulations. Understands and complies with all policies, procedures, standards and guidance relevant to assigned job responsibilities. Protects and maintains confidentiality with all customer financial data when handling customer requests and transactions. Account maintenance for customer deposit accounts, including adjustments, researching, and file maintenance. Contributes to the success of the Customer Service Center Department with willingness to share in all department responsibilities. Core Skills and Qualifications: High School Diploma or equivalent - required. Job-specific and/or ongoing participation in Bank sponsored education may be required. Level I- Minimum 6 months to a year of recent experience in retail banking and/or bank operations, with emphasis on providing exceptional customer service, within a financial services and/or service center industry - required. Level II - 2+ years recent experience in retail banking, bank operations and/or a service / call center environment, with working knowledge and experience in multiple functions including online/electronic banking, account maintenance, billing questions and research, regulatory compliance, operations, and phone applications and systems - required. Senior - 3+ years recent call center experience with emphasis on providing exceptional customer service, advanced technical skills and thorough working knowledge and proficiency in all major functions within a service center environment, in a financial services industry - required. Provides an exceptional level of quality service for internal and external customers, and responds to customers' needs, questions and concerns in an accurate, effective, and timely manner to solicit feedback to improve service. Ability to maintain and manage personal composure when confronted with a difficult situation and/or customer, with the ability to provide clients with information, data, advice and solutions, as well as gain their trust and respect with all levels of staff and management. Excellent listening, verbal, written and telephone etiquette business communication skills, with the ability to communicate outstanding/follow up or technical issues over the phone, in person and via email; with the ability to read, write, speak and understand English well. Demonstrated sales and business development skills with the ability to identify customer needs and cross-sell the Bank's products and services with confidence - preferred. Detail oriented with strong organizational, problem-solving, data review, processing, time management skills, and a strong focus on accuracy; with the ability to manage multiple assignments, and reporting requests ensuring that priorities are set and commitments and deadlines are met. Ability to work independently while understanding the necessity for communicating and coordinating work efforts with other employees and departments. Ability to work effectively as a team contributor on all assignments. Ability to gain working knowledge and understanding of principles, procedures, requirements, regulations, and policies related to assigned area, as well as the Bank's policies, procedures, products, and services. Demonstrated ability to quickly focus on key issues and make decisions under pressure of time constraints. Flexible with and accepting of change in a fast paced environment. Unquestionable integrity in handling sensitive and confidential information required. General use and understanding of MS Office products (Word, Excel, Outlook); knowledge of telephony hardware/software and contact center specific applications - preferred, with the ability to learn and adapt to new technologies quickly. Understanding and working knowledge of the Bank's core processing/operating system and experience using Cisco telecommunication systems - preferred. Working Environment/Conditions: Climate controlled office environment. Work involves being able to concentrate on the matter at hand, under sometimes distracting work conditions and frequent employee and customer contacts and interruptions during the day. Work requires regular attendance, punctuality and adherence to agreed-upon schedule(s) with willingness to work a flexible and/or rotating schedule, Saturday's and/or extended hours, as needed. Physical Demands/Effort: Work may involve the constant use of computer screens, reading of reports, and sitting throughout the day while communicating with customers by phone. Ability to operate a computer keyboard, multi-line telephone, photocopier, scanner and facsimile which often requires dexterity of hands and fingers with repetitive wrist and hand motion. Typically sitting at a desk or table; intermittently standing, stooping, bending at the waist, kneeling or crouching to file materials. Occasional lifting 15 - 20 lbs. (e.g., files, boxes, equipment) At Heritage Bank, we work hard, but we also know how important it is to take time off to stay healthy, relax, and spend time doing what makes your heart happy! As part of our team you'll enjoy a total rewards package, which includes base salary based on the role, experience, and skill set, along with an exceptional benefits package (medical, dental, vision, life insurance, 401(k), community volunteer time), and generous time off policy. Full-time team members receive a minimum of 10 paid vacation days annually and eight hours of paid sick leave per month , while also enjoying 11 paid holidays each calendar year, and an annual float day. Heritage Bank is an Equal Opportunity Employer Salary Range Disclaimer The base salary range represents Heritage Bank's current salary range for the position. Actual salaries will vary depending on factors including, but not limited to, qualifications, experience, and job performance. The range listed is just one component of Heritage Bank's total compensation package for full time and part time employees. Depending on position, other total compensation rewards may include, monthly, quarterly or annual incentive, and/or bonuses. Street:450 SW Bayshore Drive City:Oak Harbor ZipCode:98277 mon2
Customer Support Specialist (On-site Banking Call Center)
Heritage Bank Burlington, Washington
11/01/2025
Full time
Heritage Bank has an exciting opportunity to join our organization! Are you a and customer service professional? Can you expertly handle high-volume inbound calls while documenting call notes? Do you thrive on finding solutions for your customers? If so, apply today to learn more about this great opportunity! Heritage Bank is seeking a Customer Support Specialist (Banking Call Center) at our Burlington Administrative Center.Individuals in this role help customers by providing a warm welcome and greeting to everyone who calls in for assistance, and will process a variety of financial requests, while learning and maintaining a thorough knowledge of the Bank's products and services, to inform customers of other bank services that will meet their current and future needs.This position is Full Time; typical schedule is Monday - Friday8:00 a.m. to 5:00 p.m.and rotating Saturdays 9:00 a.m. to 1:00 p.m. Flexibility is required to ensure adequate staffing for training or employee absences.This position is fully onsite in Burlington, Washington. Base Salary Range: Level I- $20.00 - $21.62- $24.84 per hour Level II- $22.00 - $22.70- $26.87 per hour Senior- $23.00 - $23.84- $28.61 per hour Depending on qualifications and experience Customer Service Center Representative (Customer Support Specialist) I, II or Senior may be considered. The Role at a Glance: Provide exceptional service to internal and external customers in accordance with the Heritage Bank Service Standards. Build and maintain strong relationships with all internal and external customers. Perform and/or assist with a full range of customer service oriented telephone activities; responds to customer inquiries and determines appropriate response or direction for the caller and customer escalations, as needed. Resolve online service customer requests through research and navigation within the organization, or escalation to an appropriate resource. Investigate and resolve problems for employees and customers via telephone or in person and escalate to management as appropriate. Ability to consistently apply superior decision making techniques pertaining to inquiries and requests as they apply to existing policies and procedures, keeping within assigned approval limits. Work effectively with other branches and departments as necessary for customer inquiry/problem resolution. Follow up on customer inquiries not immediately resolved. Accurately and efficiently transfers customer calls to appropriate specialist(s), or for escalated issues, as needed, and/or for additional research or resolution. Assesses customer and prospective customer needs, by telephone to meet their needs in a consistent and effective manner to build customer relationships. Actively participates in marketing and sales promotions, and recommend and refer bank products based on customer needs. Participates in training programs to enhance knowledge and referral abilities. Gains working knowledge of,and ensures bank activities, and job responsibilities are performed in compliance with, all state and federal banking laws and regulations. Understands and complies with all policies, procedures, standards and guidance relevant to assigned job responsibilities. Protects and maintains confidentiality with all customer financial data when handling customer requests and transactions. Account maintenance for customer deposit accounts, including adjustments, researching, and file maintenance. Contributes to the success of the Customer Service Center Department with willingness to share in all department responsibilities. Core Skills and Qualifications: High School Diploma or equivalent - required. Job-specific and/or ongoing participation in Bank sponsored education may be required. Level I- Minimum 6 months to a year of recent experience in retail banking and/or bank operations, with emphasis on providing exceptional customer service, within a financial services and/or service center industry - required. Level II - 2+ years recent experience in retail banking, bank operations and/or a service / call center environment, with working knowledge and experience in multiple functions including online/electronic banking, account maintenance, billing questions and research, regulatory compliance, operations, and phone applications and systems - required. Senior - 3+ years recent call center experience with emphasis on providing exceptional customer service, advanced technical skills and thorough working knowledge and proficiency in all major functions within a service center environment, in a financial services industry - required. Provides an exceptional level of quality service for internal and external customers, and responds to customers' needs, questions and concerns in an accurate, effective, and timely manner to solicit feedback to improve service. Ability to maintain and manage personal composure when confronted with a difficult situation and/or customer, with the ability to provide clients with information, data, advice and solutions, as well as gain their trust and respect with all levels of staff and management. Excellent listening, verbal, written and telephone etiquette business communication skills, with the ability to communicate outstanding/follow up or technical issues over the phone, in person and via email; with the ability to read, write, speak and understand English well. Demonstrated sales and business development skills with the ability to identify customer needs and cross-sell the Bank's products and services with confidence - preferred. Detail oriented with strong organizational, problem-solving, data review, processing, time management skills, and a strong focus on accuracy; with the ability to manage multiple assignments, and reporting requests ensuring that priorities are set and commitments and deadlines are met. Ability to work independently while understanding the necessity for communicating and coordinating work efforts with other employees and departments. Ability to work effectively as a team contributor on all assignments. Ability to gain working knowledge and understanding of principles, procedures, requirements, regulations, and policies related to assigned area, as well as the Bank's policies, procedures, products, and services. Demonstrated ability to quickly focus on key issues and make decisions under pressure of time constraints. Flexible with and accepting of change in a fast paced environment. Unquestionable integrity in handling sensitive and confidential information required. General use and understanding of MS Office products (Word, Excel, Outlook); knowledge of telephony hardware/software and contact center specific applications - preferred, with the ability to learn and adapt to new technologies quickly. Understanding and working knowledge of the Bank's core processing/operating system and experience using Cisco telecommunication systems - preferred. Working Environment/Conditions: Climate controlled office environment. Work involves being able to concentrate on the matter at hand, under sometimes distracting work conditions and frequent employee and customer contacts and interruptions during the day. Work requires regular attendance, punctuality and adherence to agreed-upon schedule(s) with willingness to work a flexible and/or rotating schedule, Saturday's and/or extended hours, as needed. Physical Demands/Effort: Work may involve the constant use of computer screens, reading of reports, and sitting throughout the day while communicating with customers by phone. Ability to operate a computer keyboard, multi-line telephone, photocopier, scanner and facsimile which often requires dexterity of hands and fingers with repetitive wrist and hand motion. Typically sitting at a desk or table; intermittently standing, stooping, bending at the waist, kneeling or crouching to file materials. Occasional lifting 15 - 20 lbs. (e.g., files, boxes, equipment) At Heritage Bank, we work hard, but we also know how important it is to take time off to stay healthy, relax, and spend time doing what makes your heart happy! As part of our team you'll enjoy a total rewards package, which includes base salary based on the role, experience, and skill set, along with an exceptional benefits package (medical, dental, vision, life insurance, 401(k), community volunteer time), and generous time off policy. Full-time team members receive a minimum of 10 paid vacation days annually and eight hours of paid sick leave per month , while also enjoying 11 paid holidays each calendar year, and an annual float day. Heritage Bank is an Equal Opportunity Employer Salary Range Disclaimer The base salary range represents Heritage Bank's current salary range for the position. Actual salaries will vary depending on factors including, but not limited to, qualifications, experience, and job performance. The range listed is just one component of Heritage Bank's total compensation package for full time and part time employees. Depending on position, other total compensation rewards may include, monthly, quarterly or annual incentive, and/or bonuses.
Retirement Income Specialist (Experienced)
USAA Tampa, Florida
10/31/2025
Full time
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 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 Mid-level Retirement Income Specialist, you will ensure the financial security of our membership by assessing member's current retirement income needs, providing advice, and making the appropriate recommendations based on member needs. We offer a flexible work environment that requires an individual to be in the office 5 days per week, with the opportunity to move to a hybrid schedule after 6 months. This position can be based in the following location: Tampa, FL. Relocation assistance is not available for this position. What you'll do: Receives request for advice from current and prospective members through various channels, including inbound and outbound phone calls. Asks questions to discover key information and retirement events and understands the role of annuities in a retirement income plans, as well as executive and retirement benefits for federal and military employees. Documents relevant information as it relates to building a retirement income portfolio. Uncovers and recognizes retirement events, understands and assesses the member's needs, financial situation, and goals and evaluates the factors to consider when determining an appropriate retirement age. Develops and communicates appropriate retirement income strategies based on individual member needs. Provides advanced retirement planning advice, tax-efficient distribution options, health expense budgets, insurance solutions, estate planning and enhanced solutions like long term care products. Recommends relevant financial product and services and refers for solutions that they are not trained and/or licensed to recommend or fulfill. Motivates member to take action on recommendation(s) and overcomes objections using advanced sales techniques and persuasion skills. Implements recommendation(s). Familiar with the latest retirement strategy research and monitors legislative initiatives that may impact economy, society, and personal financial situation. Educates membership on implications of economic, industry trends, tax law changes, estate issues, retirement risks, and other threats to an effective retirement income plan, as well as USAA's financial products and services. Integrate risk management tools, products, and strategies to create an effective retirement income plan. Expected to conduct outbound calls to follow up on products and services previously discussed and to actively engage in outbound call campaigns. Serves as a resource to less experienced team members on escalated issues of a routine nature. Guides and influences less experienced team members. Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures. What you have: High School Diploma or General Equivalency Diploma required. Active Group 1 Life & Health license and required maintenance or ability to acquire within 90 days of hire. Required maintenance of FINRA Series 7 license. Required maintenance of FINRA Series 66 (or 63 and 65) license. Must be able to successfully pass background check and meet all USAA and regulatory requirements. Additionally, applicant must have the ability to be licensed and registered in all required states and jurisdictions. 4 years of financial industry and/or sales experience. Experience delivering frequent written and oral communication. Experience processing and analyzing information. Experience fulfilling requests and meeting deadlines. Experience resolving conflict and negotiating. Experience multi-tasking in an operating systems environment. Experience participating in or leading teams. Successful completion of a job-related assessment may be required What sets you apart: US military experience through military service or a military spouse/domestic partner. 3+ years of direct Annuity Sales Experience Experience working in an Inbound/Outbound Call Center Retirement Income Certified Professional Designation (RICP) Compensation range: The salary range for this position is: $69,920.00 - $125,850.00. 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 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.
Retirement Income Specialist
USAA Tampa, Florida
10/31/2025
Full time
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 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 an Intermediate Retirement Income Specialist you will ensure the financial security of our membership by assessing member's current retirement income needs, providing advice, and making the appropriate recommendations based on member needs. We offer a flexible work environment that requires an individual to be in the office 5 days per week. After a successful 6 months, the option for a hybrid schedule will be available. This position can be based in the following location: Tampa, FL. Relocation assistance is not available for this position. What you'll do: Receives request for advice from current and prospective members through various channels, including inbound and outbound phone calls. Asks questions to discover key information and retirement events and understands the role of annuities in a retirement income plan. Documents relevant information as it relates to building a retirement income portfolio. Uncovers and recognizes retirement events, understands and assesses the member's needs, financial situation, and goals and evaluates the factors to consider when determining an appropriate retirement age. Develops and communicates appropriate retirement income strategies based on individual member needs. Provides retirement advice and strategies and understand the steps in creating an effective retirement income plan. Recommends relevant financial product and services and refers for solutions that they are not trained and/or licensed to recommend or fulfill. Motivates member to take action on recommendation(s) and overcomes objections using intermediate sales techniques and persuasion skills. Implements recommendation(s). Familiar with the latest retirement strategy research and monitors legislative initiatives that may impact economy, society, and personal financial situation. Educates membership on implications of economic, industry trends, tax law changes, estate issues, retirement risks, and other threats to an effective retirement income plan, as well as USAA's financial products and services. Integrate risk management tools, products, and strategies to create an effective retirement income plan. May be expected to conduct outbound calls to follow up on products and services previously discussed and to actively engage in outbound call campaigns as needed. Collaborates with team members to resolve issues and to identify appropriate issues for escalation. Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures. What you have: High School Diploma or General Equivalency Diploma required. Active Group 1 Life & Health license and required maintenance or ability to acquire within 90 days of hire. Required maintenance of FINRA Series 7 license. Required maintenance of FINRA Series 66 (or 63 and 65) license. Must be able to successfully pass background check and meet all USAA and regulatory requirements. Additionally, applicant must have the ability to be licensed and registered in all required states and jurisdictions. 1 year of financial industry and/or sales experience. Experience delivering frequent written and oral communication. Experience processing and analyzing information. Experience fulfilling requests and meeting deadlines. Experience resolving conflict and negotiating. Experience multi-tasking in an operating systems environment Successful completion of a job-related assessment may be required What sets you apart: 2+ years of direct Annuity Sales Experience Experience Working in an Inbound/Outbound Call Center Retirement Income Certified Professional Designation (RICP) US military experience through military service or a military spouse/domestic partner Compensation range: The salary range for this position is: $63,590.00 - $114,450.00. 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 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.
Retirement Income Specialist
USAA Tampa, Florida
10/31/2025
Full time
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 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 an Intermediate Retirement Income Specialist you will ensure the financial security of our membership by assessing member's current retirement income needs, providing advice, and making the appropriate recommendations based on member needs. We offer a flexible work environment that requires an individual to be in the office 5 days per week. After a successful 6 months, the option for a hybrid schedule will be available. This position can be based in the following location: Tampa, FL. Relocation assistance is not available for this position. What you'll do: Receives request for advice from current and prospective members through various channels, including inbound and outbound phone calls. Asks questions to discover key information and retirement events and understands the role of annuities in a retirement income plan. Documents relevant information as it relates to building a retirement income portfolio. Uncovers and recognizes retirement events, understands and assesses the member's needs, financial situation, and goals and evaluates the factors to consider when determining an appropriate retirement age. Develops and communicates appropriate retirement income strategies based on individual member needs. Provides retirement advice and strategies and understand the steps in creating an effective retirement income plan. Recommends relevant financial product and services and refers for solutions that they are not trained and/or licensed to recommend or fulfill. Motivates member to take action on recommendation(s) and overcomes objections using intermediate sales techniques and persuasion skills. Implements recommendation(s). Familiar with the latest retirement strategy research and monitors legislative initiatives that may impact economy, society, and personal financial situation. Educates membership on implications of economic, industry trends, tax law changes, estate issues, retirement risks, and other threats to an effective retirement income plan, as well as USAA's financial products and services. Integrate risk management tools, products, and strategies to create an effective retirement income plan. May be expected to conduct outbound calls to follow up on products and services previously discussed and to actively engage in outbound call campaigns as needed. Collaborates with team members to resolve issues and to identify appropriate issues for escalation. Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures. What you have: High School Diploma or General Equivalency Diploma required. Active Group 1 Life & Health license and required maintenance or ability to acquire within 90 days of hire. Required maintenance of FINRA Series 7 license. Required maintenance of FINRA Series 66 (or 63 and 65) license. Must be able to successfully pass background check and meet all USAA and regulatory requirements. Additionally, applicant must have the ability to be licensed and registered in all required states and jurisdictions. 1 year of financial industry and/or sales experience. Experience delivering frequent written and oral communication. Experience processing and analyzing information. Experience fulfilling requests and meeting deadlines. Experience resolving conflict and negotiating. Experience multi-tasking in an operating systems environment Successful completion of a job-related assessment may be required What sets you apart: 2+ years of direct Annuity Sales Experience Experience Working in an Inbound/Outbound Call Center Retirement Income Certified Professional Designation (RICP) US military experience through military service or a military spouse/domestic partner Compensation range: The salary range for this position is: $63,590.00 - $114,450.00. 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 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.
Retirement Income Specialist (Experienced)
USAA Tampa, Florida
10/31/2025
Full time
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 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 Mid-level Retirement Income Specialist, you will ensure the financial security of our membership by assessing member's current retirement income needs, providing advice, and making the appropriate recommendations based on member needs. We offer a flexible work environment that requires an individual to be in the office 5 days per week, with the opportunity to move to a hybrid schedule after 6 months. This position can be based in the following location: Tampa, FL. Relocation assistance is not available for this position. What you'll do: Receives request for advice from current and prospective members through various channels, including inbound and outbound phone calls. Asks questions to discover key information and retirement events and understands the role of annuities in a retirement income plans, as well as executive and retirement benefits for federal and military employees. Documents relevant information as it relates to building a retirement income portfolio. Uncovers and recognizes retirement events, understands and assesses the member's needs, financial situation, and goals and evaluates the factors to consider when determining an appropriate retirement age. Develops and communicates appropriate retirement income strategies based on individual member needs. Provides advanced retirement planning advice, tax-efficient distribution options, health expense budgets, insurance solutions, estate planning and enhanced solutions like long term care products. Recommends relevant financial product and services and refers for solutions that they are not trained and/or licensed to recommend or fulfill. Motivates member to take action on recommendation(s) and overcomes objections using advanced sales techniques and persuasion skills. Implements recommendation(s). Familiar with the latest retirement strategy research and monitors legislative initiatives that may impact economy, society, and personal financial situation. Educates membership on implications of economic, industry trends, tax law changes, estate issues, retirement risks, and other threats to an effective retirement income plan, as well as USAA's financial products and services. Integrate risk management tools, products, and strategies to create an effective retirement income plan. Expected to conduct outbound calls to follow up on products and services previously discussed and to actively engage in outbound call campaigns. Serves as a resource to less experienced team members on escalated issues of a routine nature. Guides and influences less experienced team members. Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures. What you have: High School Diploma or General Equivalency Diploma required. Active Group 1 Life & Health license and required maintenance or ability to acquire within 90 days of hire. Required maintenance of FINRA Series 7 license. Required maintenance of FINRA Series 66 (or 63 and 65) license. Must be able to successfully pass background check and meet all USAA and regulatory requirements. Additionally, applicant must have the ability to be licensed and registered in all required states and jurisdictions. 4 years of financial industry and/or sales experience. Experience delivering frequent written and oral communication. Experience processing and analyzing information. Experience fulfilling requests and meeting deadlines. Experience resolving conflict and negotiating. Experience multi-tasking in an operating systems environment. Experience participating in or leading teams. Successful completion of a job-related assessment may be required What sets you apart: US military experience through military service or a military spouse/domestic partner. 3+ years of direct Annuity Sales Experience Experience working in an Inbound/Outbound Call Center Retirement Income Certified Professional Designation (RICP) Compensation range: The salary range for this position is: $69,920.00 - $125,850.00. 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 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.