Sr. Auto Adjuster

USAA•Cva, VA

20h

About The Position

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families. Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful. The Opportunity This posting is for current Complex Non-Injury Auto contractors interested in expanding their impact within our Claims Operations team. This role is designed for individuals/contractors who already contribute to our complex auto workstreams in Chesapeake and Phoenix Locations. As a dedicated Sr. Auto Adjuster, you will within defined guidelines and framework, responsible to adjust highly complex auto insurance claims presented by or against our members to include the end-to-end claims process and settling claims in compliance with state laws and regulations. Accountable for delivering best in class service, through setting appropriate expectations, proactive communications, advice, and empathy.

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.

Responsibilities

Investigates to determine coverage, liability, and physical damage including total loss settlements for highly complex auto claims.
Negotiate liability for comparative negligence (claimant or adverse carrier).
Identify coverage concerns, review prior loss history, determine, and creates Special Investigation Unit (SIU) referrals, when appropriate.
Interact with multiple parties to gather information (police reports, recorded statements, witness statements) determine liability.
Analyze information obtained to establish compliance for regulatory requirements and settlement value.
Evaluate and negotiates settlement of automobile first and third-party physical damage claims within established settlement authority limits and negotiates any excessive storage charges.
Resolve 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.
Collaborate and sets expectations with external and internal business partners to facilitate claims resolution.
Support members, business partners, and claimants, through use of varying communication channels to include utilization of digital tools to drive timely and effective resolutions through exceptional service.
Apply 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.
Apply proficient knowledge of Auto Physical Damage to adjust claims.
Support 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.
Work various types of claims, including ones of higher complexity, and may be assigned additional work outside normal duties as needed.
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.