Customer Service Claims Representative (Unlicensed Auto)

USAA•San Antonio, TX

5h•Onsite

About The Position

USAA is seeking dedicated professionals to work in their San Antonio office as a Customer Service Claims Representative. This role is part of an outstanding contact service center, focusing on providing claims service to members regarding the initial contact on all Auto First Notice of Loss (FNOL) claims. Responsibilities include responding to status inquiries, documenting reported losses, setting appropriate expectations, and providing proactive communications, advice, and empathy to members. The company offers a comprehensive, fully paid four-month training program, including licensing costs and all training materials, to prepare individuals for independent member support. New training classes begin monthly. 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. Relocation assistance is not available for this position. Work schedules will vary and may include some nights and weekends, assigned based on business need. Shift premium pay is available for hours falling between 6 p.m. and 7 a.m. during the week, or between 6 p.m. Friday and 7 a.m. Monday.

Requirements

High School Diploma or General Equivalency Diploma.
Up to 1 year of customer service or military experience.
Active listening, verbal, and written communication skills to communicate clearly, professionally, and empathetically.
Ability to prioritize and multi-task, including navigating through 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 require acquisition and maintenance of insurance adjuster license within 90 days and 3 attempts as required by work assignment.

Responsibilities

Documents First Notice of Loss by obtaining relevant information for effective claim investigation.
Sets up appropriate services, as needed, to proactively move claims forward to the furthest point in the process within scope of role and expectation.
Creates loss reports, states, or verifies coverage as appropriate, and initiates the most effective method of damage assessment to assign for file handling.
Assists with questions regarding the claims process and sets expectations for next steps to help ensure claims are effectively resolved and accurately documented.
Effectively resolves status inquiries and, when necessary, routes to handling adjuster.
Effectively operates in a fast-paced, high-volume, contact center environment taking back-to-back calls and navigating multiple systems/programs while maintaining an engaging member interaction that occurs across multiple channels.
Applies strong time management skills by closely adhering to assigned work schedule.
Applies strong call management skills by assisting members within a timely manner and limiting non-productive time.
Embraces continuous improvement and development through coaching and collaboration with manager and team members.
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 assign or initiate emergency services when required on specific claims.
May be assigned CAT deployment travel with minimal notice during designated CATs.
Works various types of claims loss notices and inquiries, 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.