Auto Adjuster

USAA•Tampa, FL

8d•$51,370 - $86,680•Hybrid

About The Position

USAA's mission is to empower its members to achieve financial security through highly competitive products, exceptional service, and trusted advice, aiming to be the #1 choice for the military community and their families. USAA values honesty, integrity, loyalty, and service. The company supports active-duty military spouses with potential remote or hybrid flexibility. This role offers a flexible work environment requiring 3 days in the office per week after an initial 6-month in-office period. The position is based in Tampa, FL, and relocation assistance is not provided. The start date is September 28th, with working hours from Monday to Friday, 9:00 am to 5:30 pm ET. As an Auto Adjuster, you will manage claim file ownership, including investigation, taking statements, reviewing policies and coverages, determining liability, and managing services throughout the claim's lifecycle, all while providing excellent service. You will adjust moderately complex auto insurance claims within defined guidelines, ensuring compliance with state laws and regulations, and settling claims. The role emphasizes delivering best-in-class service through setting expectations, proactive communication, advice, and empathy.

Requirements

High School Diploma or General Equivalency Diploma.
1 year of customer service experience.
Progressive experience handling low complexity auto non injury liability claims.
Acquisition and maintenance of insurance adjuster license within 90 days and 3 attempts.
Developing knowledge and understanding of auto claims contracts as well as application of case law and state laws and regulations.
Demonstrated negotiation, investigation, communication, and conflict resolution skills.
Proficient in prioritizing and multi-tasking, including navigating through multiple business applications.
Successful completion of a job-related assessment may be required.

Nice To Haves

One or more years of auto liability claims experience managing claims from initial contact through resolution.
Minimum one year of experience managing a pending inventory with demonstrated organization and prioritization skills.
Proven experience with comparative negligence and shared liability determinations.
At least two years of customer service experience, demonstrating strong communication and problem-solving.
Strong analytical and communication skills with the ability to interpret policy language, assess coverages, and make sound decisions.
Proficiency with Guidewire or similar claims management systems.
Bachelor’s degree or industry designation (e.g., AIC, CPCU).
US military experience through military service or a military spouse/domestic partner.

Responsibilities

Investigates liability and applies appropriate coverage, evaluates, negotiates, and settles moderately complex auto claims.
Negotiates liability for comparative negligence (claimant or adverse carrier).
Identifies coverage concerns, reviews prior loss history, determines, and creates Special Investigation Unit (SIU) referrals, when appropriate.
Interacts with multiple parties to gather information needed to determine liability (police reports, recorded statements, witness statements).
Resolves claims through proactive problem solving and decision making, within authority guidelines and under moderate supervision, overcoming obstacles, and effectively prioritizing the workload.
Clearly documents thought process including damage evaluation, investigation, negotiation, and settlement decisions.
Collaborates and sets expectations with external and internal business partners to facilitate claims resolution.
Supports members, business partners, and claimants, through use of varying communication channels to include utilization of digital tools to drive timely and effective resolutions through exceptional service.
Applies developing knowledge of P&C insurance industry products, services, to include P&C insurance policy contracts, coverages and internal claims handling process and procedures.
Applies intermediate knowledge of Auto Physical Damage to adjust claims.
Supports workload surges and catastrophe (CAT) response operations as needed, including mandatory on-call dates and potential evening, weekend, and/or holiday work outside normal work hours.
May be assigned CAT deployment travel with minimal notice during designated CATs.
Works various types of claims, including ones of higher complexity, and may be assigned additional work outside normal duties as needed.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.