Manager, Claims Operations (APD Field - MA)

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 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. Develops engaged employees through regular coaching and feedback to deliver business results. Complete process improvements, provides feedback on the process and leads organizational process changes. Drives execution of operational risk management, regulatory compliance training, policies and, procedures.

This is a field-based role in the Massachusetts area. Candidates who are willing and able to work in the Massachusetts area are encouraged to apply.

Relocation assistance is not available for this position.

What you'll do:

• 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 find opportunities to improve operational efficiency, member experiences and processes providing feedback to internal partners
• Build conditions for success removes obstacles, leads and champions change.
• Achieve optimal efficiency through handling 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 issues and make appropriate decisions based on the policy.
• Facilitate and guide employees through skill identification and developing for career progression Supports 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 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, 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:

• Direct management, supervisory, or team lead experience within Auto Physical Damage field experience.
• 5+ years of APD Manager experience
• Currently possess, or can acquire and maintain, I-CAR Platinum class status and required regulatory licenses.
• Advanced knowledge of PNC auto claims contracts and interpretation of case law.
• Familiarity with salvage procedures, identifying possible subrogation files, fraud identification, as well as claims systems and photo imaging.
• Working knowledge of CCC One estimating platforms, Total Loss evaluation systems and Excel spreadsheets.
• Strong report management, data analysis, negotiation, investigation, and adjudication skills.
• Strong communication, oral, and written skills.
• Meet all USAA safe driving requirements including verification of driving record through MVR & possession of valid driver’s license.
• Ability to travel regularly and be available for CAT duty.

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 range: The salary range for this position is: $109,850-$197,730.

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.