Customer Service Claims Representative (Unlicensed)

USAA•Tampa, FL

1d•$43,750 - $44,750•Hybrid

About The Position

USAA is hiring a Customer Service Claims Representative to provide members with initial-contact service for Auto First Notice of Loss (FNOL) claims. The role also responds to claim-status inquiries, documents reported losses, sets expectations, and provides proactive communication, advice, and empathetic support. The position is based in USAA’s Tampa–Commerce Park office. After six months in the office, employees may have the opportunity to work offsite two days per week. The role includes a fully paid, five-week training program covering training materials, licensing costs, class discussions, hands-on training, e-learning, and instructor-led guidance. New training classes are scheduled to begin in January 2027. Relocation assistance is not available. Work schedules vary based on business needs and may include nights and weekends; qualifying scheduled hours may receive shift premium pay. The role may also require on-call work, holiday work, and travel for catastrophe deployments with minimal notice.

Requirements

High school diploma or GED.
Up to one year of customer service or military experience.
Active listening and 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 three attempts, depending on work assignment; USAA provides training materials and licensing fees.
Ability to work schedules that may include nights, weekends, mandatory on-call dates, and holidays, as well as potential catastrophe deployment travel with minimal notice.

Nice To Haves

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

Responsibilities

Document First Notice of Loss by obtaining relevant information for effective claim investigation and arrange appropriate services to move claims forward within the role’s scope.
Create loss reports, state or verify coverage as appropriate, and initiate an effective method of damage assessment for file handling.
Answer questions about the claims process and set expectations for next steps so claims can be resolved effectively and documented accurately.
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 the assigned work schedule and manage calls to assist members promptly while limiting non-productive time.
Participate in continuous improvement and development through coaching and collaboration with the manager and team members.
Support workload surges and catastrophe response operations, including mandatory on-call dates and potential evening, weekend, or holiday work outside normal hours.
Assign or initiate emergency services when required for specific claims.
Handle various types of claim loss notices and inquiries, including higher-complexity cases, 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.

Benefits

Comprehensive medical, dental, and vision plans.
401(k) and pension.
Life insurance.
Parental benefits.
Adoption assistance.
Paid time off, including paid holidays.
16 paid volunteer hours.
Various wellness programs.
Career path planning and continuing education to support professional goals.
Potential pay incentives based on overall corporate and individual performance, at the discretion of the USAA Board of Directors.
Shift premium pay for qualifying regularly scheduled hours.