Manager, Claims Operations - Auto Non Injury Express

United Services Automobile Association (USAA) • Chesapeake, VA

78d • $106,650 - $191,970

About The Position

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families. As a dedicated Manager, Claims Operations, you will lead and be accountable for auto, and other claims operations member service employees who are responsible for serving our members, and providing appropriate solutions as they investigate, evaluate and negotiate the claim. Develop engaged employees through regular coaching and feedback to deliver business results. Complete process improvements, provide feedback on the process and lead organizational process changes. Drive execution of operational risk management, regulatory compliance training, policies and, procedures. The individual(s) selected for this role will manage either a team of Express Adjusters. 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: Chesapeake, VA. Relocation assistance is not available for this position.

Requirements

• Bachelor's degree; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 6 years of progressive customer service, operational, military or leadership experience to include a minimum of 2 years of claims handling experience required with demonstrated proficiency.
• 2 years of direct team lead, supervisory or management experience.
• Experience using and interpreting data to make decisions.
• Demonstrated leadership, initiative, customer service and/or claims handling skills.
• Acquisition and maintenance of applicable insurance adjuster license within 6 months-time in role.

Nice To Haves

• 3+ years of recent Claims Manager or Supervisor experience
• Experience handling Complex Non-Injury auto coverage and liability issues
• Experience handling Auto Total Loss claims
• Experience handling physical damage claims
• Strong experience coaching and developing claims adjusters to meet organizational and development goals
• Master's Degree and/or CPCU designation
• US military experience through military service or a military spouse/domestic partner.

Responsibilities

• Inspect and review quality of claim files and provide feedback to employees as appropriate.
• Responsible for ongoing coaching and driving awareness so employees understand how their work and contributions support the overall claims and Enterprise strategies.
• Proactively find opportunities to improve operational effectiveness, member experiences and processes providing feedback to internal partners.
• Create conditions for success removes obstacles, lead and champion change.
• Achieve optimal productivity through handling workload volumes, staffing, training needs, and identifying and implementing appropriate solutions.
• Responsible for ongoing monitoring of work to ensure consistent execution of processes and adherence to guidelines and frameworks.
• Handle issues and make appropriate decisions based on the policy.
• Facilitate and guide employees through skill identification and developing for career progression. Support projects by serving as a subject matter expert.
• Hire, develop, and coach claims employees for results delivery.
• Consistently coach employees on claims handling and find opportunities to improve overall process and engagement.
• Ensure risks associated with business activities are effectively identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures.

Benefits

• Comprehensive medical, dental and vision plans
• 401(k)
• Pension
• Life insurance
• Parental benefits
• 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: Religious, Grantmaking, Civic, Professional, and Similar Organizations
• Education Level: Bachelor's degree