Manager, Claims Operations – APD Field
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Job Description
USAA claims operations manager leading auto physical damage field teams in Georgia or South Carolina. Inspecting losses, coaching employees, and improving claims operations.
Responsibilities:
- Manage and remain accountable for auto and other claims operations member service employees
- Serve members and provide appropriate solutions as employees investigate, evaluate and negotiate claims
- Develop engaged employees through regular coaching and feedback to deliver business results
- Execute process improvements and lead organizational process changes
- Drive operational risk management, regulatory compliance training, policies and procedures
- Inspect and review claim-file quality and provide employee feedback
- Coach employees and connect their work to overall claims and Enterprise strategies
- Identify opportunities to improve operational effectiveness, member experiences and processes
- Remove obstacles, lead and champion change
- Manage workload volumes, staffing and training needs to achieve productivity
- Monitor work for consistent process execution and adherence to guidelines and frameworks
- Handle escalations and make policy-based decisions
- Facilitate skill identification and career progression
- Support projects as a subject matter expert
- Hire, develop and coach claims employees
- Identify opportunities to improve claims handling, processes and engagement
- Ensure business risks are identified, measured, monitored and controlled
- Physically inspect losses within the assigned territory and travel outside the local territory when needed
Requirements:
- Bachelor's degree OR 4 years of 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 in role
- Auto Physical Damage claims/field experience and leadership
- Advanced knowledge of auto claims contracts and interpretation of case law
- Familiarity with salvage procedures, identifying possible subrogation files, claims systems and photo imaging
- Currently possess, or have the ability to acquire and maintain, I-CAR Platinum class status
- Experience working with a Direct Repair Program
- Ability to travel overnight and be available for CAT duty
- Good computer skills, including working knowledge of CCC One estimating platforms, Total Loss evaluation systems and Excel spreadsheets
- Strong negotiation, investigation and adjudication skills
- Meet all USAA safe driving requirements, including verification of driving record through MVR and possession of a valid driver's license
- Must not require immigration support or visa sponsorship
Benefits:
- Company vehicle to physically inspect losses within the assigned territory
- 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
- Various wellness programs
- Career path planning
- Continuing education assistance
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