Manager, Claims Operations - Property

USAA • San Antonio, TX

3d • Hybrid

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. Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful. The Opportunity As a Manager, Claims Operations you will lead a team of property desk adjusters that handle moderate to complex property claims. This role leads and is accountable for property, 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. Develops engaged employees through regular coaching and feedback to deliver business results. Implements process improvements, provides feedback on the process and leads organizational process changes. Drives execution of operational risk management, regulatory compliance training, policies and, procedures. 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 one of the following locations: San Antonio, TX. 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

• 4+ years Property Claims experience (preferably dwelling and content)
• Experience handling water loss claims
• Property Claims leadership experience
• Experience leading a team of 6 or more
• Experience leading within a call center environment
• Demonstrated ability to perform critical review of property estimates
• Demonstrated ability to analyze contractual policy provisions in a multi-state environment to provide appropriate guidance and settlement authority
• Demonstrated proficiency with the Xactimate estimating platform
• Completed Bachelor’s or higher degree or Insurance or Process Engineering Designations (CPCU, SCLA, PCLA)
• Demonstrated ability to effectively lead through strategic & organizational changes delivering intended results and outcomes
• Demonstrated ability to inspire/motivate, develop employees, coach effectively and promote talent
• US military experience through military service or a military spouse/domestic partner

Responsibilities

• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
• Inspects and reviews 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 finds opportunities to improve operational effectiveness, member experiences and processes providing feedback to internal partners
• Creates conditions for success removes obstacles, leads and champions change.
• Achieves 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.
• Handles escalations and makes appropriate decisions based on the policy.
• Facilitates and guides employees through skill identification and developing for career progression
• Supports projects by serving as a subject matter authority.
• Hires, develops, and coaches claims employees for results delivery.
• Consistently coaches employees on claims handling and finds opportunities to improve overall process and engagement

Benefits

• At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness.
• These benefits include 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, and various wellness programs.
• Additionally, our career path planning and continuing education assists employees with their professional goals.
• For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager