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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and management capabilities in claims operations, with a focus on employee development, process improvement, and regulatory compliance. Proficient in claims handling, data interpretation, and risk management to enhance member experiences and operational efficiency.
Highest-signal resume keywords
Claims Handling ExperienceLeadership ExperienceOperational Risk ManagementCustomer Service SkillsData Interpretation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Claims Operations ManagementProcess ImprovementData AnalysisClaims File Quality InspectionRegulatory ComplianceNegotiation SkillsStaffing ManagementEmployee CoachingEscalation HandlingThird Party Injury Claims Knowledge
Soft Skills
Employee EngagementInitiativeCommunication SkillsProblem-SolvingTeam Leadership
Certifications & Qualifications
Insurance Adjuster LicenseClaims Professional Certification
Industry Keywords
Claims HandlingInjury Claims ContractsOperational GuidelinesRisk Management PoliciesMember Service
About the role
Key responsibilities & impact- Manage and be accountable for auto, 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
- Execute process improvements and provide feedback to internal partners
- 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
- Monitor work for consistent process execution and adherence to guidelines and frameworks
- Manage workload volumes, staffing, and training needs to achieve optimal productivity
- Handle escalations and make policy-based decisions
- Facilitate employee skill identification and career progression
- Support projects as a subject matter expert
- Hire, develop, and coach claims employees
- Identify opportunities to improve claims handling, processes, member experiences, and employee engagement
- Ensure business risks are identified, measured, monitored, and controlled according to risk and compliance policies and procedures
Requirements
What you’ll need- Bachelor’s degree; OR 4 years of relevant education/experience
- 6 years of progressive customer service, operational, military or leadership experience
- Minimum of 2 years of claims handling experience with demonstrated proficiency
- 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
- Currently in a leadership role
- 2+ years of proficient knowledge of Third Party Injury claims
- 2+ years of experience with Injury Claims contracts
- Bachelor’s, advanced degree or related Claims professional certification(s)/designation(s)
- Must not require immigration support or visa sponsorship
Benefits
Comp & perks- Remote or hybrid flexibility may be available for active-duty military spouses, consistent with applicable policy and business needs
- 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
- Wellness programs
- Career path planning
- Continuing education assistance
- Pay incentives may be available based on overall corporate and individual performance and at the discretion of the USAA Board of Directors