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About the role
Key responsibilities & impact- Lead and remain accountable for property and other claims operations member service employees
- Ensure employees serve members and provide appropriate solutions while investigating, evaluating and negotiating claims
- Develop engaged employees through regular coaching and feedback to deliver business results
- Complete process improvements, provide process feedback and lead organizational process changes
- Drive execution of operational risk management, regulatory compliance training, policies and procedures
- Inspect and review claim file quality and provide employee feedback
- Coach employees and drive awareness of how their work supports claims and Enterprise strategies
- Identify opportunities to improve operational effectiveness, member experiences and processes
- Build conditions for success, remove obstacles, lead and champion change
- Lead workload volumes, staffing and training needs to achieve optimal productivity
- Monitor work for consistent process execution and adherence to guidelines and frameworks
- Handle escalations and make policy-based decisions
- Facilitate employee skill identification and development for career progression
- Support projects as a subject matter expert
- Hire, develop and coach claims employees for results delivery
- Coach employees on claims handling and identify opportunities to improve process and engagement
- Identify, measure, monitor and control risks in accordance with risk and compliance policies and procedures
Requirements
What you’ll need- Bachelor’s degree OR 4 years of related experience may be substituted in lieu of degree
- 6 years of progressive customer service, operational, military or leadership experience, including a minimum of 5 years of claims handling experience
- 2 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
- Acquisition and maintenance of applicable insurance adjuster license within 6 months time in role
- Ability to work weekends and overtime if needed
- Ability to travel up to 25% of the time
- Technical proficiency in Property Field complex claims
- Experience handling catastrophe claims and ability to deploy on future catastrophes
- Advanced knowledge of Xactimate, Xactanalysis, Xact Contents, and Claims Xperience, including virtual estimating tools, auditing and improving estimate accuracy for a team of adjusters
- CPCU or other insurance industry designation
Benefits
Comp & perks- Pay incentives based on overall corporate and individual performance, at the discretion of the USAA Board of Directors
- Comprehensive medical, dental and vision plans
- 401(k)
- Pension
- Life insurance
- Parental benefits
- Adoption assistance
- Paid time off program
- Paid holidays
- 16 paid volunteer hours
- Various wellness programs
- Career path planning
- Continuing education
- Remote or hybrid flexibility for active-duty military spouses, consistent with applicable policy and business needs