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 (Field), you will handle 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. Develops engaged employees through regular mentor and feedback to deliver business results. Implements process improvements, provides feedback on the process and leads interpersonal process changes. Drives execution of operational risk management, regulatory compliance training, policies and procedures.

This is a field-based role in the Birmingham, AL area. Candidates who are willing and able to work in this area are encouraged to apply.

What you'll do:

• Inspects and reviews quality of claim files and provide feedback to employees as appropriate.
• Responsible for ongoing mentoring and driving awareness so employees understand how their work and contributions support the overall claims and Enterprise strategies.
• Proactively finds opportunities to improve operational efficiency, member experiences and processes providing feedback to internal partners.
• Composes conditions for success removes obstacles, leads and champions change.
• Achieves efficient productivity through leading 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 issues and makes appropriate decisions based on the policy.
• Facilitates and guides employees through skill identification and developing for career progression Supports projects by serving as a subject matter authority.
• Hires, develops, and coaches claims employees for results delivery.
• Consistently mentors’ employees on claims handling and sees opportunities to improve overall process and engagement.
• Ensures risks associated with business activities are effectively identified, measured, supervised, 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, CaimXperience 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.
• · 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 immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

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 th