Customer Service Claims Representative (Unlicensed Auto)

USAA•San Antonio, TX

1d•$43,750 - $45,750•Hybrid

About The Position

USAA's mission is to empower its members to achieve financial security through highly competitive products, exceptional service, and trusted advice, aiming to be the #1 choice for the military community and their families. This role offers a fulfilling career where core values of honesty, integrity, loyalty, and service guide interactions. USAA is committed to learning and growth, providing a comprehensive, fully paid four-month training program for this role, covering all training materials, licensing costs, and hands-on guidance to support members independently. New training classes begin monthly. The in-office development program fosters a proactive and independent support style. After six months in-office, there's an opportunity for hybrid work (2 days offsite per week). Military veterans and spouses are strongly encouraged to apply. Relocation assistance is not provided. Work schedules vary and may include nights and weekends, assigned based on business needs. 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. This position is located in San Antonio, Texas, within a contact service center, focusing on initial contact for Auto First Notice of Loss (FNOL) claims. Responsibilities include responding to status inquiries, documenting losses, setting expectations, providing proactive communications, advice, and empathy.

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.