AddressWhy 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!
We are currently seeking a Manager, Claims Operations to lead a team of Physical Damage Specialists (PDS) that support STARS stores in Washington Metro VA (Arlington/Alexandria) region.
The Opportunity
What you'll do:
As a Manager, Claims Operations, you will lead and be accountable for 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. Complete process improvements, provide feedback on the process and leads organizational process changes. Drive 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 Washington Metro VA (Alexandria/Arlington) region. Qualified candidates must currently reside in or be willing to self-relocate to Washington Metro VA (Alexandria/Arlington) 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.
- Inspect and review quality of claim files and provide feedback to employees as appropriate.
- Coach and drive awareness so employees understand how their work and contributions support the overall claims and Enterprise strategies.
- Find opportunities to improve operational effectiveness, member experiences and processes by providing feedback to internal partners.
- Create conditions for success removes obstacles, leads and champions change.
- Handle workload volumes, staffing, training needs, and identifying and implementing appropriate solutions.
- Monitor 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 and support 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 (10 years total).
- 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:
- Auto Physical Damage direct management, supervisory, or team lead experience.
- Currently possess, or have the ability to acquire and maintain, I-CAR Platinum class status.
- Advanced knowledge of auto claims contracts and interpretation of case law.
- Familiarity with salvage procedures, identifying possible subrogation files, as well as claims systems and photo imaging.
- Must be able to travel regularly and be available for CAT duty.
- Good computer skills to include working knowledge of CCC One estimating platforms, Total Loss evaluation systems and Excel spreadsheets.
- Strong negotiation, investigation, and adjudication skills.
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: $117,560 - $211,610.
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.
