Manager, Claims Operations (Field)

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.

The Opportunity

As a dedicated Manager, Claims Operations, you will manage and be accountable for 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. You will develop engaged employees through regular coaching and feedback to deliver business results. You will execute process improvements, provide feedback on the process, and lead organizational process changes. You will drive execution of operational risk management, regulatory compliance training, policies, and procedures.

This is a field-based role in the Denver Metro, CO area. Candidates who are willing and able to work in Colorado Springs to the Denver Metro, CO area are encouraged to apply.

Relocation assistance is not available for this position.

What you'll do:

• 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 identify opportunities to improve operational effectiveness, member experiences and processes providing feedback to internal partners

• Create conditions for success removes obstacles, leads and champions change.

• Achieve optimal productivity through managing workload volumes, staffing, training needs, and identifying and implementing appropriate solutions.

• Be responsible for ongoing monitoring of work to ensure consistent execution of processes and adherence to guidelines and frameworks.

• Handle escalations and make 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 identify 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 teams 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.

• Residential construction experience.

• Subject Matter Expert in Verisk's complete suite of Property Estimating Solutions (e.g., Xactimate, ClaimXperience and XactAnalysis).

• Experience leading adjusters.

• Highly proficient in property claims process design and process improvement.

• CPCU or other insurance industry designations.

• Ability to work weekends and extended hours if needed.

• Reside within 50miles of the Colorado Springs to Denver Metro, CO area.

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

Compensation range: The salary range for this position is: $103,450 - $197,730. 

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 immigratio