As an Insurance Sales and Service Senior, Jessica brings heart and versatility to her role, balancing member support with mentorship and guidance for new team members. Nearly five years in, she shows up each day with empathy, positivity, and a drive to grow—proving that success at USAA is built on both technical skills and genuine human connection.
Jessica was a USAA member before becoming an employee, inspired by the care she received during a difficult moment and drawn to a company she could trust to support her family and future.
As an Insurance Sales and Service Senior, Jessica supports members across all 50 states—handling policies, answering questions, and stepping in to coach and guide new team members.
With a focus on continuous improvement, Jessica embraces feedback, builds new skills, and leans on the support around her to grow both personally and professionally.
Through active listening, problem solving, and genuine care, Jessica creates meaningful connections with members and helps make every interaction a positive one.
Q: What does your role focus on day to day?
A: One of my favorite things about my role as an Insurance Sales and Service Senior is the variety of things that I get to do. I maintain my licenses in all 50 states, so on certain days you may find me on the phones protecting our members, writing insurance policies, educating our members about protection options, or discussing billing.
On another day, you might find me giving more support. I often listen to calls, provide feedback to newer insurance professionals, sit in for managers when they’re gone, or support a new hire class on their first day of the phones, which is my very favorite.
Q: What originally attracted you to USAA?
A: I was a member of USAA long before I started working here, and I was so impressed with how USAA handled my insurance needs. My car was stolen out of my driveway, and the claim was handled so smoothly...the service was unlike anything I had ever experienced.
A few years later, when I needed to start looking for a job, I knew I needed to find something that would take care of me and my family. I wanted to find a place with good benefits, that would be reliable, and that I could grow and turn into a career.
And so I looked to USAA... I knew once I did a little bit more research that this was going to be the perfect fit for me.
Q: When you think about what it takes to succeed at USAA, what qualities matter more than technical skills?
A: Don’t be worried if you feel like you don’t know anything about insurance—I sure didn’t. Before I worked here at USAA, they took care of all of that technical training.
What I had that is very important are some of the soft skills: active listening, taking ownership, problem solving, troubleshooting, and empathy. These are things we use on a daily basis and are imperative to be successful... If you can slow down, listen, and find solutions for our members, that’s when you’re going to be successful.
Q: What does taking care of our members look like?
A: When I am supporting our members over the phone, every interaction is an opportunity to show up for them. If I recognize the importance of something we have to offer and truly feel it’s going to be beneficial, I’m going to take the time to explain and educate my members. I never want my member to walk away from a conversation not knowing how they could have been protected when it was relevant.
Q: How do you personally make sure members feel cared for?
A: I am very intentional when I take phone calls. I make sure that every single call that I answer is answered with a smile, and I like to start off by asking, how’s your day been so far? That is a good opportunity for me to let members know that I am an actual human and that I do care about them and I’m here to support them.
Even if I get a negative answer, I let them know that I am happy to help and that we’ll get them taken care of properly. My goal by the end of the phone call is to have made their day at least a little bit better.
If I see a birthday, I’m going to celebrate that. If a member lets me know they’ve recently moved or purchased a new car, I am genuinely excited for them. It’s that personal touch, that genuine care, that really makes a difference and makes me love my job that much more.
Q: When have you felt most proud to work at USAA?
A: I don’t think there’s been a day that I haven’t been proud to work at USAA, but a moment that stands out is when my daughter had a spirit week at her school and asked if she could wear something USAA because she wanted to dress up as what she wanted to be when she grew up—and she wanted to work at USAA. My kids are my biggest cheerleaders, and they have so much pride in their mom working for USAA, and that really is what makes me proud.
Q: What’s one piece of advice you’d give to someone building their career here?
A: One piece of advice I would give to you if you were looking to build your career here at USAA would be to make yourself known. Stand out. Be vocal. One thing that has contributed to my success greatly is reaching out, making my face known, volunteering for things, and taking advantage of everything that USAA has to offer.
The sky’s the limit here at USAA, and if you have a goal, let your manager know and they will help you get connected and support you on your development goals. Don’t shy away. Make yourself known and you’ll be successful.