Manager, Claims Operations
About The Position
USAA is hiring a Manager, Claims Operations to lead property and other claims operations member-service employees responsible for serving members and providing appropriate solutions as they investigate, evaluate, and negotiate claims. The manager develops engaged employees through regular coaching and feedback, drives business results, improves processes, and leads organizational change. The role also oversees operational risk management, regulatory compliance training, policies, and procedures. This is a remote/field-based role for candidates willing and able to work in and around the Tennessee region. USAA provides a company vehicle for physically inspecting losses within the assigned territory. Travel outside the local territory may be needed to respond to claims in other regions. Relocation assistance is not available.
Requirements
- Bachelor’s degree, or four years of related experience in addition to the minimum experience requirement may be substituted for the degree.
- Six years of progressive customer service, operational, military, or leadership experience, including at least five years of claims handling experience with demonstrated proficiency.
- 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.
- Meet USAA safe driving requirements, including driving-record verification through MVR and possession of a valid driver’s license.
Nice To Haves
- Technical proficiency in complex property field claims.
- Experience handling catastrophe claims and ability to deploy for future catastrophes.
- Advanced knowledge of Xactimate, Xactanalysis, Xact Contents, and Claims Xperience, including virtual estimating tools and auditing and improving estimate accuracy for a team of adjusters.
- CPCU or another insurance industry designation.
- Ability to traverse ladders and roofs.
- Ability to work weekends and overtime if needed.
- Ability to travel up to 25% of the time.
Responsibilities
- Inspect and review claim-file quality and provide appropriate employee feedback.
- 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.
- Remove obstacles, establish conditions for success, and lead and champion change.
- Manage workload volumes, staffing, and training needs to achieve optimal productivity, and identify and implement appropriate solutions.
- Monitor work to ensure consistent process execution and adherence to guidelines and frameworks.
- Handle escalations and make appropriate decisions based on the policy.
- Guide employees in identifying skills and developing toward career progression.
- Support projects 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 business risks 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 and 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
