Manager, Claims Operations - Property Field West (Portland Metro and Washington State)

Why USAA?

Let’s do something that really matters.
At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation’s military, but we all share in the mission to give back to those who did. We’re working as one to build a great experience and make a real impact for our members.
We believe in our core values of honesty, integrity, loyalty and service. They’re what guides everything we do – from how we treat our members to how we treat each other. Come be a part of what makes us so special!

The Opportunity

We are seeking a dedicated Manager, Claims Operations to lead a team of Property Field Adjusters in the Portland Metro or Washington State area (to include Portland, OR and Vancouver, Tacoma, Olympia and up to Seattle, WA).

As a Manager, Claims Operations you will lead auto, property, and other Claims Operations member service employees who are responsible for serving our members, and providing appropriate solutions as they investigate, evaluate and negotiate the claim. Develop engaged employees through regular coaching and feedback to deliver business results. Implement process improvements, provides feedback on the process and leads organizational process changes. Drives execution of operational risk management, regulatory compliance training, policies and, procedures.

In this role, you will work remotely as you provide support to members in the Portland Metro or Washington State Region. Qualified candidates must currently reside in OR be willing to self-relocate to this region. Relocation assistance is not available for this position. USAA provides a company vehicle to physically inspect losses within your assigned territory. Claims Operations Managers may travel outside of their local territory to respond to claims in other regions when needed.

What you'll do:

• Inspect and review quality of claim files and provide feedback to employees as appropriate.
• Responsible for ongoing coaching and driving awareness so employees understand how their work and contributions support the overall claims and Enterprise strategies.
• Proactively find opportunities to improve operational effectiveness, member experiences and processes providing feedback to internal partners
• Create conditions for success remove obstacles, lead and champion change.
• Achieve optimal productivity through handling workload volumes, staffing, training needs, and identifying and implementing appropriate solutions.
• Responsible for ongoing monitoring of work to ensure consistent execution of processes and adherence to guidelines and frameworks.
• Handle escalations and makes appropriate decisions based on the policy.
• Facilitate and guide employees through skill identification and developing for career progression Supports projects by serving as a subject matter expert.
• Hire, develop, and coach claims employees for results delivery.
• Consistently coach employees on claims handling and find opportunities to improve overall process and engagement.
• 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:

• Bachelor’s degree; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 6 years of progressive customer service, operational, military or leadership experience to include a minimum of 2 years of claims handling experience required with demonstrated proficiency.
• 2 years of direct team lead, supervisory or management experience.
• Experience using and interpreting data to make decisions.
• Demonstrated leadership, initiative, customer service and/or claims handling skills.
• Acquisition and maintenance of applicable insurance adjuster license within 6 months time in role.

What sets you apart:

• 5 years of property claims leadership experience.
• Experience leading and developing team of adjusters ensuring quality, accuracy, and timely resolution of claims that will include high exposure/complex cases.
• Advanced knowledge of property claims contracts and interpretation of Oregon and Washington State regulatory practices and case law.
• Residential construction experience.
• Subject Matter Expert in Verisk's complete suite of Property Estimating Solutions (e.g., Xactimate, ClaimXperience and XactAnalysis).
• Experience managing adjusters handling catastrophe wildfire claims and ability to deploy on future catastrophes.
• Highly proficient in property claims process design and process improvement.
• CPCU or other insurance industry designations.
• Ability to traverse ladders and roofs.
• Ability to work weekends and overtime if needed.
• US military experience through military service or a military spouse/domestic partner

Other work requirements:

Meet all USAA safe driving requirements including verification of driving record through MVR & possession of valid driver’s license.

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 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. The actual salary for this role may vary by location. The salary range for this position is: $99,160 - $189,530.

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 outstanding benefits, please 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.