Job Description

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 Non-Injury Auto Adjusters on our Phoenix Campus! This team will handle Core level moderately complex to potentially complex Auto Non-Injury claims.

In this role you will lead auto 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, provide feedback on the process and lead organizational process changes. Drive execution of operational risk management, regulatory compliance training, policies and procedures.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in: Phoenix, AZ. Relocation assistance is not available for this position.

What you'll do:

• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
• Inspect and review quality of claim files and provide feedback to employees as appropriate.
• Be 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.
• 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.
• 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.

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:

• Current experience as a Claims Manager/Supervisor
• Recent Claims Leadership experience
• Experience handling Auto Non-Injury Claims
• Experience with Auto Total Loss claims.
• Master’s Degree and/or CPCU designation
• 3+ years management experience
• Experience leading large-scale projects or initiatives
• Prior contact center management experience
• Prior experience in a process or compliance capacity
• US military experience through military service or a military spouse/domestic partner

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 – $178,480.

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.

Job Tags

Holiday work, Full time, Relocation package, Flexible hours,

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