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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, focusing on employee development, process improvement, and regulatory compliance. Proven ability to handle complex claims issues while ensuring high levels of customer service and operational efficiency.
Highest-signal resume keywords
Claims ManagementLeadership ExperienceOperational Risk ManagementCustomer Service SkillsAdjuster License
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 HandlingData InterpretationProcess ImprovementComplex Auto CoveragePhysical Damage ClaimsTotal Loss ClaimsStaffing ManagementCoaching and FeedbackPolicy Decision MakingRegulatory Compliance
Soft Skills
Employee EngagementInitiativeProblem SolvingCommunication
Tools & Technologies
Claims Management SystemsContact Center Software
Certifications & Qualifications
Active Adjuster License
Industry Keywords
Customer ServiceClaims OperationsRisk ManagementInsurance AdjustingMilitary Experience
About the role
Key responsibilities & impact- Manage and be accountable for auto, property, and other claims operations member service employees
- Support employees serving members and providing solutions as they investigate, evaluate and negotiate claims
- Develop engaged employees through regular coaching and feedback to deliver business results
- Execute 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
- Monitor work for consistent process execution and adherence to guidelines and frameworks
- Manage workload volumes, staffing, training needs, productivity, and appropriate solutions
- Handle escalations and make policy-based decisions
- Facilitate skill identification and career development
- Support projects as a subject matter expert
- Hire, develop, and coach claims employees
- Identify opportunities to improve claims processes, member experience, 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 additional relevant education and/or experience
- 6 years of progressive customer service, operational, military or leadership experience, including a minimum of 2 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
- Current experience as a Claims Manager
- 3+ years management/leadership experience
- 3+ years handling complex auto coverage and liability issues
- 3+ years physical damage claims experience
- Contact center management experience
- Active Adjuster License
- Experience handling total loss claims
- US military experience through military service or a military spouse/domestic partner
- Must not require immigration support or visa sponsorship, including H-1B, TN, or STEM OPT Training Plans
Benefits
Comp & perks- Flexible work environment with remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs
- 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
- Wellness programs
- Career path planning
- Continuing education