Manager, Claims Operations - STARS

$99,160 - $178,480/Yr

United Services Automobile Association (USAA) - San Antonio, TX

Full-time - Manager

San Antonio, TX

Religious, Grantmaking, Civic, Professional, and Similar Organizations

About the position

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. We are seeking a dedicated Manager Claims Operations - STARS, based in the San Antonio, TX office. This position involves managing auto claims operations member service employees who are responsible for serving our members and providing appropriate solutions as they investigate, evaluate, and negotiate claims. The role includes developing engaged employees through regular coaching and feedback, executing process improvements, and driving operational risk management and regulatory compliance.

Responsibilities

• Manage and be accountable for auto claims operations member service employees.
• Develop engaged employees through regular coaching and feedback.
• Execute process improvements and provide feedback on processes.
• Drive execution of operational risk management and regulatory compliance training.
• Inspect and review quality of claim files and provide feedback to employees.
• Proactively identify opportunities to improve operational effectiveness and member experiences.
• Create conditions for success by removing obstacles and leading change.
• Achieve optimal productivity through managing workload volumes and staffing needs.
• Monitor work to ensure consistent execution of processes and adherence to guidelines.
• Handle escalations and make appropriate decisions based on policy.
• Facilitate and guide employees through skill identification and career progression.
• Hire, develop, and coach claims employees for results delivery.
• Consistently coach employees on claims handling and identify opportunities for improvement.
• Ensure risks associated with business activities are effectively identified and controlled.

Requirements

• Bachelor's degree; OR 4 years of related experience may be substituted in lieu of degree (10 years of experience in lieu of a degree).
• 6 years of progressive customer service, operational, military or leadership experience including a minimum of 2 years of claims handling experience.
• 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 in role.

Nice-to-haves

• Auto Physical Damage direct management, supervisory, or team lead experience.
• Currently possess, or have the ability to acquire and maintain, I-CAR Platinum class status.
• Advanced knowledge of auto claims contracts and interpretation of case law.
• Familiarity with salvage procedures and identifying possible subrogation files.
• Good computer skills including working knowledge of CCC One estimating platforms and Excel spreadsheets.
• Strong negotiation, investigation, and adjudication skills.

Benefits

• Comprehensive medical, dental and vision plans.
• 401(k) and pension plans.
• Life insurance and 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.