Manager, Claims Operations-Property
About The Position
USAA is hiring a Manager, Claims Operations for Property to manage auto, property, and other claims operations member service employees. The team serves members and provides appropriate solutions while investigating, evaluating, and negotiating claims. The manager develops engaged employees through coaching and feedback, executes process improvements, leads organizational process changes, and drives operational risk management, regulatory compliance training, policies, and procedures. This position is based in Phoenix, Arizona, and requires working in the office four days per week. Relocation assistance is not available.
Requirements
- Bachelor's degree, or four years of relevant education and/or experience.
- At least six years of progressive customer service, operational, military, or leadership experience, including at least two years of claims handling experience with demonstrated proficiency.
- At least two 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.
- Acquire and maintain an applicable insurance adjuster license within six months in the role.
Nice To Haves
- At least five years of property claims experience handling moderate-severity homeowners or dwelling claims.
- Current or previous participation in the L4A program.
- Previous experience as a Claims Operations Manager.
- Experience managing water loss claims.
- Strong knowledge of property insurance contracts and case law interpretation.
- Residential construction knowledge or experience.
- Proficiency with Xactimate, XactAnalysis, and XactContents.
- CPCU or another recognized insurance industry designation.
Responsibilities
- Inspect and review claim-file quality and provide feedback to employees.
- Coach employees and help them understand how their work supports claims and enterprise strategies.
- Identify opportunities to improve operational effectiveness, member experiences, and processes, and provide feedback to internal partners.
- Create conditions for success, remove obstacles, and lead and champion change.
- Manage workload volumes, staffing, and training needs to achieve optimal productivity, identifying and implementing appropriate solutions.
- Monitor work to ensure consistent execution of processes and adherence to guidelines and frameworks.
- Handle escalations and make appropriate decisions based on policy.
- Guide employees in identifying skills and developing them for career progression.
- Support projects by serving as a subject matter expert.
- Hire, develop, and coach claims employees to deliver results.
- Coach employees on claims handling and identify opportunities to improve processes and engagement.
- Ensure risks associated with business activities are identified, measured, monitored, 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.
- Adoption assistance.
- Paid time off, including paid holidays and 16 paid volunteer hours.
- Wellness programs.
- Career path planning and continuing education.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
