Customer Service Claims Representative (Unlicensed)

USAA•Phoenix, AZ

9h•Onsite

About The Position

USAA is seeking dedicated professionals to work in their Phoenix office as a Customer Service Claims Representative. This role is ideal for individuals looking for a new career path, as USAA offers a comprehensive, fully paid four-month training program that covers all necessary materials, licensing costs, and hands-on guidance to support members independently. The program includes in-office development to foster a proactive and independent support style. After six months in-office, there is an opportunity to work offsite two days a week. Military veterans and spouses are highly encouraged to apply. The position involves providing claims service to members regarding the initial contact on all auto or property First Notice of Loss (FNOL) claims, responding to status inquiries, documenting reported losses, setting expectations, and providing proactive communication, advice, and empathy. Work schedules will vary and may include some nights and weekends, with eligibility for shift premium pay for certain late-night and weekend hours. Relocation assistance is not available.

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.

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.