Manager, Claims Contact Center

USAA • San Antonio, TX

288d • $77,120 - $138,810

About The Position

As a dedicated Manager, Claims Contact Center, you will lead a team manage a team of Claims Contact Center representatives who serve as the initial point of contact for members/customers reporting First Notice of Loss (FNOL) for auto and property claims. Oversee the effective, efficient, and timely response to inquiries regarding the claims process and status of existing claims. Drive execution of operational risk management, regulatory compliance training, policies, and procedures by ensuring active oversight and monitoring of accurate and compliant loss reporting methodology. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in the following location: San Antonio, TX. Relocation assistance is not available for this position.

Requirements

• Bachelor's degree; OR 4 years of related experience may be substituted in lieu of degree.
• 6 years of progressive customer service, contact center, operational, military, or leadership experience.
• 2 years operational P&C Auto or Property claims experience.
• 2 years of direct team lead, supervisory or management experience.
• Familiarity with call center technologies and relevant tools for effectiveness.
• Experience using and interpreting data to identify trends and make informed decisions.
• Acquisition and maintenance of applicable insurance adjuster license within 90 days and 3 attempts.

Nice To Haves

• 2+ years of experience in handling and interpreting Auto Claims.
• Claims leadership or contact center leadership experience.
• Current L4A participant.
• Current or prior contact center experience to include familiarity with real time management principles and tools.
• Passionate about developing and training employees to deliver world-class service and quality.
• Experience driving results through performance accountability.

Responsibilities

• Responsible for the day-to-day management of 24x7 contact center operations by ensuring employee adherence to schedule, monitoring, coaching, and improving Contact Center metric performance.
• Adjust schedule activity in coordination with Workforce Planning to enhance resource utilization and optimize availability to members.
• Proactively find opportunities and recommend potential solutions to improve the operational efficiency and effectiveness of the Claims Contact Center and improve the member experience.
• Inspect and review quality of loss reports for accuracy and provide feedback and training to employees as appropriate.
• Proactively handle issues regarding the reporting of new claims or inquiries on existing claims and make appropriate decisions based on the policy.
• Develop employees through regular coaching and feedback to deliver business results.
• Facilitate and guide employees through continuous skill development in support of career progression to Auto/Property Claims Adjuster roles.
• Collaborate with key partners to improve the contact center experience.
• Build, develop, and lead a team of contact center representatives through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
• Ensure risks associated with business activities are efficiently identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures.

Benefits

• Comprehensive medical, dental and vision plans.
• 401(k) and pension.
• Life insurance.
• Parental benefits and adoption assistance.
• Paid time off program with paid holidays plus 16 paid volunteer hours.
• Various wellness programs.
• Career path planning and continuing education assistance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree