Senior Auto Adjuster - Complex Non-Injury

USAA•Chesapeake, VA

5d•Hybrid

About The Position

USAA's mission is to empower its members to achieve financial security through highly competitive products, exceptional service, and trusted advice, aiming to be the #1 choice for the military community and their families. This role involves adjusting highly complex auto insurance claims, managing the end-to-end claims process, and settling claims in compliance with state laws and regulations. The position emphasizes delivering best-in-class service through setting appropriate expectations, proactive communication, advice, and empathy. The role offers a flexible work environment, requiring 3 days per week in the Chesapeake, VA office after an initial 6-month period in the office. Relocation assistance is not available.

Requirements

High School Diploma or General Equivalency Diploma.
2 years of customer service experience.
1 year of experience handling low to moderately complex auto non injury liability claims.
Acquisition and maintenance of insurance adjuster license within 90 days and 3 attempts.
Experience determining auto liability coverage.
Proficient knowledge and understanding of the auto claims contract as well as application of case law and state laws and regulations.
Demonstrated negotiation, investigation, communication, and conflict resolution skills.
Proven investigatory, analytical, prioritizing, multi-tasking, and problem-solving skills.
Ability to organize, analyze, and effectively determine risk and appropriate response.
Successful completion of a job-related assessment may be required.

Nice To Haves

1-2 years recent multi-vehicle claims liability to include comparative negligence
Guidewire Claims Center experience
Contract Interpretation experience: Liability & Physical Damage Coverage and Uninsured/Underinsured Motorists Property Damage (Part C)
Dispute resolution experience: Liability Investigation/Comparative Negligence, Unrelated Prior Vehicle Damages, Total Loss Valuation/Negotiation, Non-Owned Vehicles/Rideshare/Permissive Driver, Exceeding Coverage Limits
Arbitration/Subrogation knowledge
Bachelor's degree
Active Adjuster's License
US military experience through military service or a military spouse/domestic partner

Responsibilities

Investigates to determine coverage, liability, and physical damage including total loss settlements for highly complex auto claims.
Negotiates liability for comparative negligence (claimant or adverse carrier).
Identifies coverage concerns, reviews prior loss history, determines, and creates Special Investigation Unit (SIU) referrals, when appropriate.
Interacts with multiple parties to gather information (police reports, recorded statements, witness statements) to determine liability.
Analyzes information obtained to establish compliance for regulatory requirements and settlement value.
Evaluates and negotiates settlement of automobile first and third-party physical damage claims within established settlement authority limits and negotiates any excessive storage charges.
Resolves claims through proactive problem solving and decision making, within authority guidelines and under moderate supervision, overcoming obstacles, and effectively prioritizing the workload.
Clearly documents thought process including damage evaluation, investigation, negotiation, and settlement decisions.
Collaborates and sets expectations with external and internal business partners to facilitate claims resolution.
Supports members, business partners, and claimants, through the use of varying communication channels to include utilization of digital tools to drive timely and effective resolutions through exceptional service.
Applies proficient knowledge of P&C insurance industry products, services, to include P&C insurance policy contracts, coverages and internal claims handling process and procedures.
May serve as an informal resource for team members.
Applies proficient knowledge of Auto Physical Damage to adjust claims.
Supports workload surges and catastrophe (CAT) response operations as needed, including mandatory on-call dates and potential evening, weekend, and/or holiday work outside normal work hours.
May be assigned CAT deployment travel with minimal notice during designated CATs.
Works various types of claims, including ones of higher complexity, and may be assigned additional work outside normal duties as needed.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.