Customer Service Claims Representative

USAA•San Antonio, TX

3d•$43,750 - $45,750•Hybrid

About The Position

USAA is hiring a Customer Service Claims Representative for its San Antonio office. The role provides claims service to members, primarily handling initial contact for Auto First Notice of Loss (FNOL) claims. The representative documents reported losses, responds to claim status inquiries, sets expectations, and provides proactive communications, advice, and empathetic support. The role includes a fully paid, four-month training program with training materials, licensing costs, class discussions, hands-on training, e-learning, and instructor-led guidance. Development takes place in the office; after six months in-office, employees may have the opportunity to work offsite two days per week. Schedules vary based on business needs and may include nights and weekends. Certain regularly scheduled evening and overnight hours are eligible for shift premium pay. The position may also require on-call work, holiday work, and travel for catastrophe deployments with minimal notice. Relocation assistance is not available.

Requirements

High school diploma or General Equivalency Diploma.
Up to one year of customer service or military experience.
Active listening, verbal, and written communication skills to communicate clearly, professionally, and empathetically.
Ability to prioritize and multitask, including navigating multiple business applications.
Interpersonal skills and ability to collaborate effectively in a fast-paced team environment.
Successful completion of a job-related assessment may be required.
May be required to acquire and maintain an insurance adjuster license within 90 days and within three attempts, depending on work assignment.

Nice To Haves

Military veterans and spouses are highly encouraged to apply.

Responsibilities

Document First Notice of Loss by gathering relevant information for effective claim investigation.
Arrange appropriate services as needed to move claims forward within the scope and expectations of the role.
Create loss reports, state or verify coverage as appropriate, and initiate an effective damage-assessment method for claim file handling.
Answer questions about the claims process and set expectations for next steps to support effective resolution and accurate documentation.
Resolve claim status inquiries and route them to the handling adjuster when necessary.
Handle back-to-back calls in a fast-paced, high-volume contact center while navigating multiple systems and maintaining engaging member interactions across multiple channels.
Adhere closely to assigned work schedules and use time effectively.
Assist members promptly and limit non-productive time through effective call management.
Participate in continuous improvement and development through coaching and collaboration with managers and team members.
Support workload surges and catastrophe response operations as needed, including mandatory on-call dates and possible evening, weekend, or holiday work outside normal hours.
Assign or initiate emergency services when required for specific claims.
Handle different types of claim loss notices and inquiries, including higher-complexity matters, and perform additional work outside normal duties as needed.
Identify, measure, monitor, and control risks associated with business activities in accordance with risk and compliance policies and procedures.