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.
We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.
The Opportunity
It is all about learning and growing. Our Customer Service Claims Representative role may be a new career for you. There’s a lot to learn, but the pathway is mapped out and USAA is willing to invest in you! Our comprehensive, fully paid four-month training program includes all training materials, licensing costs, class discussions, hands-on training, e-learning modules, and the instructor led guidance will help you to support our members independently. We have new training classes starting every month.
Our in-office development program provides the training you need and the encouragement to create a proactive and independent support style to service our membership. After six months in-office, you’ll have the opportunity to work offsite 2 days a week. Military veterans and spouses are highly encouraged to apply. Relocation assistance is not available for this position.
Work schedules will vary and may include some nights and weekends. Schedules are assigned based on business need. Regularly scheduled shift hours that fall between 6 p.m. and 7 a.m. during the week, or between 6 p.m. Friday and 7 a.m. Monday are eligible for shift premium pay.
We are currently seeking dedicated professionals to work in our San Antonio office as a Customer Service Claims Representative. You will be part of an outstanding contact service center, where you will focus on providing claims service to members regarding the initial contact on all Auto First Notice of Loss (FNOL) claims. In addition, you will respond to status inquiries from various parties, document reported losses, set appropriate expectations, provide proactive communications, advice, and empathy to our members.
Tasks:
- Documents First Notice of Loss by obtaining relevant information for effective claim investigation.
- Sets up appropriate services, as needed, to proactively move claims forward to the furthest point in the process within scope of role and expectation.
- Creates loss reports, states, or verifies coverage as appropriate, and initiates the most effective method of damage assessment to assign for file handling.
- Assists with questions regarding the claims process and sets expectations for next steps to help ensure claims are effectively resolved and accurately documented.
- Effectively resolves status inquiries and, when necessary, routes to handling adjuster.
- Effectively operates in a fast-paced, high-volume, contact center environment taking back-to-back calls and navigating multiple systems/programs while maintaining an engaging member interaction that occurs across multiple channels.
- Applies strong time management skills by closely adhering to assigned work schedule.
- Applies strong call management skills by assisting members within a timely manner and limiting non-productive time.
- Embraces continuous improvement and development through coaching and collaboration with manager and team members.
- Supports workload surges and catastrophe (CAT) response operations as needed, including mandatory on-call dates and potential evening, weekend, and/or holiday work outside normal work hours.
- May assign or initiate emergency services when required on specific claims.
- May be assigned CAT deployment travel with minimal notice during designated CATs.
- Works various types of claims loss notices and inquiries, including ones of higher complexity, and may be assigned additional work outside normal duties as needed.
- Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Education:
- High School Diploma or General Equivalency Diploma.
Experiences that will support your success:
- Up to 1 year of customer service or military experience.
- Active listening, verbal, and written communication skills to communicate clearly, professionally, and empathetically.
- Ability to prioritize and multi-task, including navigating through multiple business applications.
- Interpersonal skills and ability to collaborate effectively in a fast-paced team environment.
- Successful completion of a job-related assessment may be required.
- May require acquisition and maintenance of insurance adjuster license within 90 days and 3 attempts as required by work assignment.
Compensation Range:
The hiring range for this position is: $43,750 to $45,750
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.
