Executive Director, Bank Sales and Service Contact Center

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 #1 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.

We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

The Opportunity

The Executive Director, Bank Sales and Service Contact Center, provides executive leadership, strategic direction, and resource stewardship of the Bank Sales and Service Contact Center organization. Leads Member Contact and Experience for the Bank; plans, coordinates, and oversees operations which allow employees to meet or exceed member service expectations. Shares accountability for overall Bank Sales and Service Contact Center performance, Omnichannel organizational goals, and aligning objectives with the business strategy. Creates a culture that focuses on continuous improvement, excellence, and a compliance/service-oriented approach.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position is based in San Antonio, TX.

Relocation assistance is available for this position.

What You’ll Do:

• Builds and oversees the Bank Sales and Service Contact Center through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.

• Responsible and accountable for achieving Enterprise standards for Contact Center compliance process and technical adherence throughout their organization.

• Executes the defined strategy and leads cross functional teams in a continuous effort to improve the member experience. Explore member feedback and data from the member experience and map member feedback and behavior to identify pain points and new opportunities.

• Leads large-scale member contact organizations (250+ people) across Omnichannel (voice, chat, asynchronous messaging, etc.) to drive overall member experience for Enterprise.

• Serves as a coach and mentor to leaders within Bank Contact Center, leading by example and focusing on creating the best member experiences.

• Provides and instills an attitude of caring and empathy toward the concerns of our members and employees to deliver exceptional customer service.

• Develops a deep understanding of the current member experiences, the competitive environment, current state gaps, and develops and recommends innovative solutions for continuous improvement.

• Executes operational expectations for a complex contact center environment (average speed of answer, occupancy, shrinkage, average handle time, member satisfaction, etc.).

• Responsible and accountable for increasing the depth of member relationships (products per member) by retaining, growing and acquiring new members, in a compliant manner.

• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Education:

• Bachelor’s Degree OR 4 additional years of related experience beyond the minimum required may be substituted in lieu of a degree.

What You Have:

• 10+ years of progressive contact center experience in a financial services industry supporting clients/customers/members in a multi-channel environment (voice, web, live chat, email, mobile, social media).

• 4 years of people leadership experience in building, managing and/or developing high-performing teams required with demonstrated ability developing talent, managing workflow, engaging and inspiring staff and peers, and fostering open communication.

• 3 years of experience developing strategy and executing very large-scale programs requiring data analytics and driving enterprise wide improvements.

• Deep understanding of banking regulatory environment, regulatory requirements, and application of compliance-related policies and procedures (e.g.Sales Practices, Unfair, Deceptive, or Abusive Acts or Practices (UDAAP), Anti-Money Laundering (AML), Know Your Customer (KYC), Third-Party Risk Management (TPRM) etc.).

• Strong technical aptitude and analytical skills to lead initiatives to improve contact center effectiveness and efficiencies.

• Previous leadership or management experience required of large and/or multi-site contact centers (250+ employees).

• Experience leading through change and promoting changing well in the organization.

What Sets You Apart:

• Track record of exceeded assigned target for contact center KPIs, including member satisfaction, compliance adherence, and efficiency

• Experience managing multiple functions across a variety of banking products and processes, including credit cards, deposits, lending, online banking support and escalations support

• Broad contact center business acumen, including understanding of workforce management, quality assurance, training and reporting

• Knowledge of and experience with a variety of contact center tools and technologies, including coaching system, IVR/ IVAs, timekeeping systems and knowledge management systems

• High degree of analytical skills with ability to root cause performance gaps and develop go to green plans

• Experience with cross functional project implementation involving key partners, such as risk, compliance, legal, product, process and human resources

• Superior verbal and written communication skills with experience interacting with, and presenting to, senior executives

• US military experience through military service or a military spouse/domestic partner

Compensation range: The salary range for this position is: $147,750.00 - $265,950.00.

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

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.

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.

Long Term Incentive Plan: Cash payment for Executive level roles only, representing a cash payment which is both time and performance based.

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 USAAjobs.com.

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.