Customer Service Claims Representative (Unlicensed Auto)

USAA

4d•Onsite

About The Position

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 It is all about learning and growing. Our Customer Service Claims Representative role may be a new career for you. There’s a lot to learn, but the pathway is mapped out and USAA is willing to invest in you! Our comprehensive, fully paid four-month training program includes all training materials, licensing costs, class discussions, hands-on training, e-learning modules, and the instructor led guidance will help you to support our members independently. We have new training classes starting every month. Our in-office development program provides the training you need and the encouragement to create a proactive and independent support style to service our membership. After six months in-office, you’ll have the opportunity to work offsite 2 days a week. Military veterans and spouses are highly encouraged to apply. Relocation assistance is not available for this position. Work schedules will vary and may include some nights and weekends. Schedules are assigned based on business need. Regularly scheduled shift hours that fall between 6 p.m. and 7 a.m. during the week, or between 6 p.m. Friday and 7 a.m. Monday are eligible for shift premium pay. We are currently seeking dedicated professionals to work in our Phoenix office (1 Norterra Drive, Phoenix, AZ 85085) as a Customer Service Claims Representative. You will be part of an outstanding contact service center, where you will focus on providing claims service to members regarding the initial contact on all AUTO First Notice of Loss (FNOL) claims. In addition, you will respond to status inquiries from various parties, document reported losses, set appropriate expectations, provide proactive communications, advice, and empathy to our members.

Requirements

High School Diploma or GED
Ability to provide exceptional customer service for our members by using active listening, verbal, and written communication skills to communicate clearly, professionally, and empathetically.
Highly developed interpersonal skills to collaborate effectively in a fast-paced team environment.
Ability to prioritize and multi-task while navigating through multiple business applications.
Successful completion of a job-related assessment is required.
May require acquisition and maintenance of insurance adjuster license within 90 days. (USAA provides all materials and licensing fees.)

Nice To Haves

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

Responsibilities

Document First Notice of Loss by obtaining relevant information for effective claim investigation.
Set up appropriate services, as needed, to proactively move claims forward to the furthest point in the process within scope of role and expectation.
Create loss reports, describe or verify coverage as appropriate, and initiate the most effective method of damage assessment to assign for file handling.
Assist with questions regarding the claims process and set expectations for next steps to help ensure claims are effectively resolved and accurately documented.
Resolve status inquiries and, when appropriate, route to handling adjuster.
Effectively operate in a fast-paced, high-volume, contact center environment taking back-to-back calls and navigating multiple systems and programs while maintaining an engaging member interaction that occurs across multiple communication channels.
Apply strong time management skills by closely adhering to assigned work schedule.
Embrace continuous improvement and development through coaching and collaboration with manager and team members.
Use strong call management skills by assisting members within a timely manner and limiting non-productive time.
May assign or initiate emergency services when required on specific claims.
Support workload surges and catastrophe (CAT) response operations as needed which may include potential weekends, and/or holiday work outside normal work hours.
Work various types of claim loss notices and inquiries, including ones of higher complexity, and may be assigned additional work outside normal duties as needed.
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

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, visit our benefits page on USAAjobs.com

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