Manager, Claims Contact Center

Why USAA?

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

As a dedicated Manager, Claims Contact Center, you will lead a team manage a team of Claims Contact Center representatives who serve as the initial point of contact for members/customers reporting First Notice of Loss (FNOL) for auto and property claims. Oversee the effective, efficient, and timely response to inquiries regarding the claims process and status of existing claims. Drive execution of operational risk management, regulatory compliance training, policies, and procedures by ensuring active oversight and monitoring of accurate and compliant loss reporting methodology.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in the following location: San Antonio, TX. Relocation assistance is not available for this position.

What you'll do:

• Responsible for the day-to-day management of 24x7 contact center operations by ensuring employee adherence to schedule, monitoring, coaching, and improving Contact Center metric performance.
• Adjust schedule activity in coordination with Workforce Planning to enhance resource utilization and optimize availability to members.
• Proactively find opportunities and recommend potential solutions to improve the operational efficiency and effectiveness of the Claims Contact Center and improve the member experience.
• Inspect and review quality of loss reports for accuracy and provide feedback and training to employees as appropriate.
• Proactively handle issues regarding the reporting of new claims or inquires on existing claims and make appropriate decisions based on the policy.
• Develop employees through regular coaching and feedback to deliver business results.
• Facilitate and guide employees through continuous skill development in support of career progression to Auto/Property Claims Adjuster roles.
• Collaborate with key partners to improve the contact center experience.
• Build, develop, and lead a team of contact center representatives through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
• Ensure risks associated with business activities are efficiently identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures.

What you have:

• 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, contact center, operational, military, or leadership experience.
• 2 years operational P&C Auto or Property claims experience.
• 2 years of direct team lead, supervisory or management experience.
• Familiarity with call center technologies and relevant tools for effectiveness.
• Experience using and interpreting data to identify trends and make informed decisions.
• Acquisition and maintenance of applicable insurance adjuster license within 90 days and 3 attempts.

What sets you apart:

• 2+ years or experience in handling and interpreting Auto Claims.
• Claims leadership or contact center leadership experience
• Current L4A participant
• Current or prior contact center experience to include familiarity with real time management principles and tools.
• Passionate about developing and training employees to deliver world-class service and quality

• Experience driving results through performance accountability

Compensation range: The salary range for this position is: $77,120- $138,810.

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include 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, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.