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Manager, Member Solutions (Remote)


This is a Full-time position in Remote - US posted May 29, 2020.

Location: Remote – US

Alternate location: Tampa, FL

Purpose of Job

We are currently seeking a talented Manager, Member Solutions candidates for the following location: Tampa Campus or Work at Home

Manages team(s) that perform sales, service accounting and/or underwriting activities through a variety of channels on a variety of insurance, lending and banking products. Accountable for enterprise, financial, and market performance through their team’s results in relationship management, operational effectiveness, member retention and risk management.

Job Requirements

About USAA

USAA knows what it means to serve. We facilitate the financial security of millions of U.S. military members and their families. This singular mission requires a dedication to innovative thinking at every level.

In each of the past five years, we’ve been a top-40 Fortune 100 Best Companies to Work For®, and we’ve ranked among Victory Media’s Top 10 Military Friendly® Employers 13 years straight. We embrace a robust veteran workforce and encourage veterans and veteran spouses to apply.


  • Drives business results and revenue/product goal attainment; ensures team members provide appropriate product solutions to meet member needs.
  • Responsible for the daily management of assigned resources to fulfill their normal customer contact responsibilities.
  • Serves as a team leader, coach, mentor, role model, and change agent to a team of front-line employees who provide sales, service, accounting and/or underwriting activities to members through a variety of channels on a variety of insurance, lending and banking products.
  • Responsible for employee development through regular coaching and timely feedback.
  • Selects, develops, and supports employees in fulfillment of our Corporate Mission.
  • Performs managerial duties to include performance evaluations, salary reviews, corrective actions, career counseling, and resolution of employee issues.
  • Ensures appropriate risk analysis, pricing, and compliance with internal and regulatory policies.
  • Handles member escalations and makes appropriate risk decisions based on policies.
  • Executes process improvements.
  • Maintains compliance with policies, procedures, and regulations.

Minimum Requirements:

  • Bachelor’s Degree or; 4 additional years of related experience beyond the minimum required may be substituted in lieu of a Degree .
  • 6 or more years (any combination) of USAA or external Sales/Service experience
  • 2 or more years of direct team lead, supervisory or management experience

*Qualifications may warrant placement in a different job level*

When you apply for this position, you will be required to answer some initial questions.  This will take approximately 5 minutes.  Once you begin the questions you will not be able to finish them at a later time and you will not able to change your responses.

Preferred Requirements:

  • Able to maintain Property and Casualty Producers license.
  • Minimum 3 Years Agency Experience.
  • Minimum 5 Years Contact Center Leadership Experience.
  • Experience leading in a virtual, fast-paced environment.
  • Experience building high-performing, collaborative teams and delivering results.
  • Ability to effectively prioritize workflows to consistently meet critical demands.
  • Effectively operate in a cross-functional team to meet/exceed organizational objectives.
  • Military Experience.

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.

At USAA our employees enjoy one of the best benefits packages in the business, including a flexible business casual or casual dress environment, comprehensive medical, dental and vision plans, along with wellness and wealth building programs.  Additionally, our career path planning and continuing education will assist you with your professional goals.