Why USAA?Let’s do something that really matters.At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation’s military, but we all share in the mission to give back to those who did. We’re working as one to build a great experience and make a real impact for our members.We believe in our core values of honesty, integrity, loyalty and service. They’re what guides everything we do – from how we treat our members to how we treat each other. Come be a part of what makes us so special!The OpportunityThe chosen candidate for this position is going to lead a team of physical field auto appraisers in the Seattle Metro area. The candidate will be responsible for building a high-performing team, devising and implementing business strategies which deliver on our Mission and goals, problem-solving and resolving market-specific and member concerns, and working cross-collaboratively with peers across Auto Physical Damage and various other workstreams within USAA.The Manager, Claims Operations leads auto claims operations member service employees who are responsible for serving our members, and providing appropriate solutions as they investigate, evaluate and negotiate the claim. You will develop engaged employees through regular coaching and feedback to deliver business results. Implement process improvements, provide feedback on the process and lead organizational process changes. Drive execution of operational risk management, regulatory compliance training, policies and, procedures.In this role, you will work remotely as you provide support to members in the Seattle Metro, Washington region. Qualified candidates must currently reside in OR be willing to self-relocate to this region. Relocation assistance is not available for this position. USAA provides a company vehicle to physically inspect losses within your assigned territory. Claims Operations Managers may travel outside of their local territory to respond to claims in other regions when needed.What you'll do:
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Inspect and review quality of claim files and provide feedback to employees as appropriate.
Be 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 effectiveness, member experiences and processes providing feedback to internal partners
Create conditions for success removes obstacles, lead and champion change.
Achieve optimal productivity 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 escalations and make appropriate decisions based on the policy.
Facilitate and guide employees through skill identification and developing for career progression, 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 finds opportunities to improve overall process and engagement
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:
Auto Physical Damage direct management, supervisory, or team lead experience.
Bachelor’s degree or 4+ years of APD Manager experience in lieu of degree.
Currently possess, or has the ability to acquire and maintain, I-CAR Platinum class status.
Advanced knowledge of auto claims contracts and interpretation of case law.
Familiarity with salvage procedures, identifying possible subrogation files, as well as claims systems and photo imaging.
Must be able to travel regularly and be available for CAT duty.
Good computer skills to include working knowledge of CCC One estimating platforms, Total Loss evaluation systems and Excel spreadsheets.
Strong negotiation, investigation, and adjudication skills.
US military experience through military service or a military spouse/domestic partner
Additional Requirements:
Ability to meet all USAA safe driving requirements to include verification of driving record through MVR & have possession of valid driver’s license.
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: $117,560 - $211,610.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.If you are an existing USAA employee, please use the internal career site in OneSource to apply.Please do not type your first and last name in all caps.Find your purpose. Join our mission.USAA is unlike any other financial services organization. The mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. We do this by upholding the highest standards and ensuring that our corporate business activities and individual employee conduct reflect good judgment and common sense, and are consistent with our core values of service, loyalty, honesty and integrity.USAA attributes its long-standing success to its most valuable resource: our 35,000 employees. They are the heart and soul of our member-service culture. When you join us, you'll become part of a thriving community committed to going above for those who have gone beyond: the men and women of the U.S. military, their associates and their families. In order to play a role on our team, you don't have to be connected to the military yourself – you just need to share our passion for serving our more than 13 million members.USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.
