Inside Senior Auto Adjuster - CAT Claims

USAA•Tampa, FL

18d•$56,240 - $94,910•Hybrid

About The Position

USAA is hiring a Senior Auto Adjuster for its Inside Dedicated Auto Catastrophe Team (ACT). The adjuster works within defined guidelines to handle highly complex auto insurance claims presented by or against members, managing the end-to-end claims process and settling claims in compliance with state laws and regulations. The role emphasizes best-in-class service through appropriate expectations, proactive communication, advice, and empathy. This desk-based role handles repairable and total loss claims arising from catastrophe-designated and weather-surge events. Adjusters own files and are accountable for the full member claim experience, coordinating closely with the APD CAT team and Paintless Dent Repair providers. The position is based in the Tampa, Florida, or Chesapeake, Virginia, office. It requires working in the office three days per week, with the first six months in the office five days per week. Relocation assistance is not available. The role may support catastrophe workload surges and response operations, including mandatory on-call dates, possible evening, weekend, or holiday work outside normal hours, and CAT deployment travel with minimal notice. Employees may also handle other claim types, higher-complexity work, or additional duties as needed.

Requirements

High school diploma or General Equivalency Diploma.
At least 2 years of customer service experience.
At least 1 year of experience handling low- to moderately complex auto non-injury liability claims.
Experience determining auto liability coverage.
Proficient knowledge and understanding of auto claims contracts and the application of case law and state laws and regulations.
Acquire and maintain an insurance adjuster license within 90 days and within 3 attempts.
Demonstrated negotiation, investigation, communication, and conflict-resolution skills.
Proven investigatory, analytical, prioritization, multitasking, and problem-solving skills.
Ability to organize and analyze information and effectively determine risk and appropriate response.
Successful completion of a job-related assessment may be required.
Ability to work in the office three days per week, and five days per week during the first six months.
Ability to support mandatory on-call dates and possible evening, weekend, and holiday work outside normal hours as CAT operations require.

Nice To Haves

Experience adjusting auto total loss and liability claims.
Experience working in Guidewire Claims Center.
Experience with claim file ownership and end-to-end claim handling.
Experience on a Voluntary Catastrophe Team (VCT) or in CAT deployment.
Currently hold an active insurance adjuster license.
Availability to work overtime and/or internal CAT duty hours as needed.
Currently reside in Tampa or Chesapeake.
US military experience through military service or as a military spouse/domestic partner.

Responsibilities

Investigate coverage, liability, and physical damage, including total loss settlements, for highly complex auto claims.
Negotiate liability involving comparative negligence with claimants or adverse carriers.
Identify coverage concerns, review prior loss history, and determine whether to create Special Investigation Unit referrals.
Gather information from multiple parties, including police reports, recorded statements, and witness statements, to determine liability.
Analyze information to ensure regulatory compliance and determine settlement value.
Evaluate and negotiate first- and third-party automobile physical damage settlements within established authority limits, including negotiating excessive storage charges.
Resolve claims through proactive problem-solving and decision-making within authority guidelines and under moderate supervision; overcome obstacles and prioritize workload effectively.
Document the reasoning behind damage evaluations, investigations, negotiations, and settlement decisions.
Collaborate with internal and external business partners and set expectations to facilitate claim resolution.
Support members, business partners, and claimants through various communication channels and digital tools to achieve timely, effective resolutions and exceptional service.
Apply knowledge of property and casualty insurance products, services, policy contracts, coverages, and claims-handling procedures.
Apply Auto Physical Damage knowledge to adjust claims.
Support workload surges and catastrophe response operations, including mandatory on-call dates and possible evening, weekend, or holiday work.
Travel for CAT deployment when assigned, potentially with minimal notice.
Handle various claim types, including higher-complexity claims, and perform additional work outside normal duties as needed.
Identify, measure, monitor, and control risks associated with business activities in accordance with risk and compliance policies and procedures.