Inside Senior Auto Adjuster - CAT Claims

USAA•Cva, VA

16d•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 is accountable for delivering high-quality service through clear 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 claims from start to finish and collaborate with the APD CAT team and Paintless Dent Repair providers to support a seamless member experience. The role is based in the Tampa, Florida, or Chesapeake, Virginia, office. Employees are expected to work in the office three days per week after an initial six months working in the office five days per week. Relocation assistance is not available. The role may involve CAT response operations, mandatory on-call dates, overtime, evening, weekend, or holiday work, and CAT deployment travel with minimal notice. The adjuster may handle claims of varying types and complexity and may be assigned additional work 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.
Obtain and maintain an insurance adjuster license within 90 days, with up to 3 attempts.
Demonstrated negotiation, investigation, communication, and conflict-resolution skills.
Proven investigatory, analytical, prioritizing, 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.

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.
U.S. military experience through military service or as a military spouse/domestic partner.

Responsibilities

Investigate highly complex auto claims to determine coverage, liability, and physical damage, including total-loss settlements.
Negotiate liability in comparative-negligence situations involving claimants or adverse carriers.
Identify coverage concerns, review prior loss history, and create Special Investigation Unit referrals when appropriate.
Gather information from multiple parties, including police reports, recorded statements, and witness statements, to determine liability.
Analyze information to establish regulatory compliance and 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.
Prioritize workload, overcome obstacles, and 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, including digital tools, to achieve timely and effective resolutions.
Apply knowledge of P&C insurance products, policy contracts, coverages, and internal claims-handling processes and procedures.
Support workload surges and CAT response operations, including on-call duties and possible work outside normal hours or CAT deployment travel.
Manage various claim types, including higher-complexity claims, and perform additional duties as needed.
Ensure business risks are identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
May serve as an informal resource for team members.