Note: The job is a remote job and is open to candidates in USA. USAA is a financial services organization focused on helping military members and their families achieve financial security through insurance products, service, and advice. The Manager, Claims Operations leads claims service employees, oversees claim quality and productivity, and drives coaching, process improvements, compliance, and operational risk management.
Responsibilities
- Inspect and review quality of claim files and provide feedback to employees as appropriate
- Responsible for ongoing coaching and driving awareness so employees understand how their work and contributions support the overall claims and Enterprise strategies
- Proactively identify opportunities to improve operational effectiveness, member experiences and processes providing feedback to internal partners
- Build conditions for success removes obstacles, leads and champions change
- Achieve optimal productivity through leading workload volumes, staffing, training needs, and identifying and implementing appropriate solutions
- Responsible for ongoing monitoring of work to ensure consistent execution of processes and adherence to guidelines and frameworks
- Handle escalations and make appropriate decisions based on the policy
- Facilitate and guide employees through skill identification and developing for career progression. Support projects by serving as a subject matter expert
- Hire, develop, and coach claims employees for results delivery
- Consistently coach employees on claims handling and find opportunities to improve overall process and engagement
- Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures
Skills
- Bachelor's degree OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree
- 6 years of progressive customer service, operational, military or leadership experience to include a minimum of 5 years of claims handling experience required 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
- 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 to include virtual estimating tools, auditing and improving estimate accuracy for a team of adjusters
- CPCU or other insurance industry designation
- USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.)
Benefits
- Remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.
- Employees may be eligible for pay incentives based on overall corporate and individual performance and 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 with paid holidays plus 16 paid volunteer hours
- Various wellness programs
- Career path planning
- Continuing education assists employees with their professional goals
Company Overview