Manager, Claims Operations

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

As a dedicated 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. Develops engaged employees through regular coaching and feedback to deliver business results. Complete process improvements, provides feedback on the process and leads organizational process changes. Drives execution of operational risk management, regulatory compliance training, policies and, procedures.

This is a field-based role in the Massachusetts area. Candidates who are willing and able to work in the Massachusetts 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.
• 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 efficiency, member experiences and processes providing feedback to internal partners
• Build conditions for success removes obstacles, leads and champions change.
• Achieve optimal efficiency 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 issues 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 find opportunities to improve overall process and engagement
• Ensure risks associated with business activities are efficiently 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:

• Direct management, supervisory, or team lead experience within Auto Physical Damage field experience.
• 5+ years of APD Manager experience
• Currently possess, or can acquire and maintain, I-CAR Platinum class status and required regulatory licenses.
• Advanced knowledge of PNC auto claims contracts and interpretation of case law.
• Familiarity with salvage procedures, identifying possible subrogation files, fraud identification, as well as claims systems and photo imaging.
• Working knowledge of CCC One estimating platforms, Total Loss evaluation systems and Excel spreadsheets.
• Strong report management, data analysis, negotiation, investigation, and adjudication skills.
• Strong communication, oral, and written skills.
• Meet all USAA safe driving requirements including verification of driving record through MVR & possession of valid driver’s license.
• Ability to travel regularly and be available for CAT duty.

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