Customer Service Advisor

Job Summary:

This role is responsible for coaching, mentoring, and developing General Lines Account Managers to provide commercial lines insurance solutions. The position involves managing carrier relationships, ensuring compliance, driving business results, and fostering a high-performance sales culture while maintaining service excellence.

Responsibilities:

• Collaborate with internal and external partners, including alliance carrier underwriting and product management, to report needs, issues, and exceptions.
• Support business objectives such as compliance, revenue growth, and call center performance through effective management.
• Stay informed on commercial insurance industry trends to enhance team development.
• Drive business results by ensuring team members provide appropriate product solutions to meet member needs.
• Lead and develop team members, holding them accountable for performance while providing coaching and feedback.
• Promote a sales-driven culture while maintaining service excellence and compliance.
• Assist in hiring decisions by assessing internal and external talent.
• Utilize Value Agency Management Systems to operate effectively in a multi-carrier environment.
• Ensure business activities align with risk and compliance policies.

Qualifications and Experience:

• Bachelor’s degree, or 4 years of related experience in lieu of a degree.
• 6 years of insurance sales and service experience, including at least 2 years in high-value insurance, commercial lines, or agency/brokerage roles.
• 1 year of direct-to-consumer sales and service experience.
• 2 years of coaching, team leadership, or supervisory experience.
• Valid Property & Casualty insurance license with the ability to obtain multi-state licensing within 90 days.
• Experience managing multiple carrier relationships and performance using carrier systems and reporting tools.
• Familiarity with High Value Agency Management Systems.
• Ability to thrive in an agile, dynamic work environment.

Preferred Qualifications:

• 1+ years of management experience in a direct-to-consumer sales environment.
• 2+ years of leadership experience in a commercial insurance agency.
• US military experience, either through service or as a military spouse/domestic partner.

Salary:

• Annual salary range: $85,040 - $162,550.*
• Eligible for performance-based incentives.

Benefits:

• Comprehensive medical, dental, and vision insurance.
• 401(k) retirement savings plan and pension.
• Life insurance and parental benefits.
• Adoption assistance program.
• Paid time off, including holidays and 16 hours of paid volunteer time.
• Wellness programs and professional development opportunities.

About USAA:

USAA is dedicated to helping its members achieve financial security through competitive products, exceptional service, and trusted advice. Guided by values of honesty, integrity, loyalty, and service, USAA strives to be the leading financial institution for the military community and their families.