Customer Service Claims Representative

USAA•San Antonio, TX

2d•Hybrid

About The Position

USAA is seeking a Customer Service Claims Representative for its San Antonio office. The role provides initial contact service to members for Auto First Notice of Loss (FNOL) claims and responds to claim status inquiries. Representatives document reported losses, set expectations, provide proactive communications, and offer advice and empathetic support. The position includes a fully paid four-month training program covering training materials, licensing costs, class discussions, hands-on training, e-learning, and instructor-led guidance. The role begins with an in-office development program. After six months in-office, employees may have the opportunity to work offsite two days per week. Relocation assistance is not available. Schedules vary according to business needs and may include nights and weekends; certain regularly scheduled evening and overnight hours are eligible for shift premium pay. The role operates in a fast-paced, high-volume contact center, handling back-to-back calls and using multiple systems and communication channels. Employees may support catastrophe response, including mandatory on-call dates, work outside normal hours, and travel on short notice during designated catastrophes. An insurance adjuster license may be required within 90 days, with up to three attempts, depending on work assignment.

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.
May be required to successfully complete a job-related assessment.
May be required to acquire and maintain an insurance adjuster license within 90 days, with three attempts, depending on work assignment.
Ability to work schedules that may include nights and weekends, and to support mandatory on-call dates and potential evening, weekend, or holiday work outside normal hours as needed.

Responsibilities

Document First Notice of Loss reports by obtaining information needed for effective claim investigation.
Set up appropriate services 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 handling.
Answer questions about the claims process and set expectations for next steps so claims can be resolved and documented accurately.
Resolve claim status inquiries and route them to the handling adjuster when necessary.
Handle back-to-back calls and navigate multiple systems and programs while maintaining engaging member interactions across multiple channels.
Adhere closely to assigned work schedules and manage calls to assist members promptly while limiting nonproductive time.
Pursue 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 potential evening, weekend, or holiday work outside normal hours.
Initiate or assign emergency services when required for specific claims.
Travel for catastrophe deployments with minimal notice when assigned.
Handle different types of claims loss notices and inquiries, including higher-complexity cases, and take on additional work as needed.
Identify, measure, monitor, and control risks associated with business activities in accordance with risk and compliance policies and procedures.