Manager, Claims Operations - Dedicated CAT Team

Why USAA?

The Opportunity

We are currently seeking a dedicated Manager, Claims Operations – DCT (Dedicated CAT Team).

This position can be located at our Chesapeake, VA or Tampa, FL (Crosstown or Commerce) offices.  Relocation assistance is not available for this role. 

What you'll do:

As a Manager, Claims Operations, you will lead and be accountable for auto, property, and other claims operations member service employees who are responsible for serving our members, and providing appropriate solutions as they investigate, evaluate and negotiate the claim. Develop engaged employees through regular coaching and feedback to deliver business results. Complete process improvements, provide feedback on the process and leads organizational process changes. Drive execution of operational risk management, regulatory compliance training, policies and procedures.

• Inspect and review quality of claim files and provide feedback to employees as appropriate.
• Coach and drive awareness so employees understand how their work and contributions support the overall claims and Enterprise strategies.
• Find opportunities to improve operational effectiveness, member experiences and processes by providing feedback to internal partners.
• Create conditions for success removes obstacles, leads and champions change.
• Handle workload volumes, staffing, training needs, and identifying and implementing appropriate solutions.
• Monitor work to ensure consistent execution of processes and adherence to guidelines and frameworks.
• Handle escalations and makes appropriate decisions based on the policy.
• Facilitate and guide employees through skill identification and developing for career progression and 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.

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 (10 years total).
• 6 years of progressive customer service, operational, military or leadership experience to include a minimum of 2 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.

What sets you apart:

• 5 years of property claims experience handling moderate severity Homeowners or Dwelling claims
• Knowledge of property claims contracts and interpretation of case law
• Residential construction experience
• Knowledge of Xactimate, XactAnalysis and XactContents
• Experience handling catastrophe claims
• CPCU or other insurance industry designation
• Ability to work weekends and overtime if needed

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.

What we offer:

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. The salary range for this position is: $99,160-$184,010.

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

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, please 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.