Customer Service Advisor

1 day ago

Colorado Springs, Colorado, United States USAA Full time

At USAA, we're looking for a skilled Customer Service Advisor to join our team. As a Business Insurance Agent - Intermediate, you will work in an inbound sales environment advising business owners on insurance and risk management, using a full suite of Commercial Insurance Products to address each member and/or non-member's unique risk profile.

The Opportunity

As a dedicated Business Insurance Agent - Intermediate, you will work in an inbound sales environment advising business owners on insurance and risk management, using a full suite of Commercial Insurance Products to address each member and/or non-member's unique risk profile. You will use knowledge of insurance marketplace, carrier appetite, and leverage underwriter relationships and knowledge of carrier contracts to place coverage for member's business.

On a daily basis, you will take incoming calls throughout the day (average 7-10 calls) for business insurance coverage collaborating with other insurance carriers. You will also have outbound follow-up calls with member and non-member customers.

USAA provides 13-15 weeks of training so you understand our product offerings and can support each member and/or non-member independently. Training schedule hours are Monday - Friday, 8:00am-4:30pm Central time. Work schedule hours are Monday - Friday, 9:30am-6:00pm Central time or 9:30am-6:00pm Eastern time.

This position can work remotely in the continental U.S. with occasional business travel. This is a full-time, hourly, non-commission position.

What you'll do:

  • Use a consultative approach to resolve customer needs, establish trust, and provide solutions (composed of a la cart combinations of various products and services) based on current products and service offerings.
  • Build and maintain relationships between members and nonmembers and insurance carriers, exercising technical knowledge and communicating solutions.
  • Use understanding of compliance and insurance standards and Agency Management Systems to limit agency Errors & Omissions (E&O) exposure through accurate documentation.
  • Classify member's and/or non-members business and provide accurate risk management and risk mitigation solutions.
  • Facilitate account reviews, by using the carrier renewal cycle, and understanding the members' and nonmembers' risk profile to provide consultative advice and appropriately address and mitigate the risk.
  • Research industry trends and evolving regulatory environment (state and national), improving understanding of important technical/financial issues.
  • Use Agency Management Systems/Customer Relations Management (CRM) & multiple carrier Platforms to appropriately select product and carrier offerings.
  • Use Carrier guidelines and processes to partner and negotiate with underwriters on endorsements, renewal questions, and remarkets for underwriting determination (approval or declination).
  • Calculate Insurance to Value (ITV) on a wide range of property types and structures including geographic differences and capture custom or unique features within the properties and provide appropriate details to determine accurate replacement values.
  • Provide select account service for member's and nonmember's including policy changes, certificates, endorsements, renewals, non-renewals and remarkets, cancellations, reinstatements, and record updates within agency systems.
  • 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:

  • High School Diploma or General Equivalency Diploma.
  • 1 year of insurance sales and service experience and/or experience working in a commercial insurance, high value, or broker agency setting.
  • Valid Property and Casualty insurance license for home state and/or ability to obtain home state and multistate license within 90 days.

What sets you apart:

  • 2 or more years of Commercial Lines Insurance account management experience writing new business. (Not including renewals and/or servicing)
  • 2 or more years working experience quoting and binding directly with the insured.
  • Experience with Agency Management Systems and/or Salesforce.
  • Experience working in a multiple carrier environment.
  • Active P&C General Lines License for home state.

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.

What we offer:

Compensation: USAA has an efficient 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. The salary range for this position is: $43, $74,250.00 .

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

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 excellent benefits, please visit our benefits page on

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