Manager, Claims Operations

2 weeks ago

Tampa FL, United States USAA Full time

Why USAA?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 are seeking dedicated Manager(s), Claims Operations to lead a team of Injury Examiners. As a Manager, Claims Operations you will lead and be accountable for auto injury 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. You will also drive execution of operational risk management, regulatory compliance training, policies and, procedures.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. Relocation assistance is not available for this position.

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.
Responsible for ongoing coaching and driving awareness so employees understand how their work and contributions support the overall claims and Enterprise strategies.
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 makes appropriate decisions based on the policy.
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

Bachelor’s 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.


4+ years auto injury claims experience
~2+ years 3rd party injury claims experience; to include auto large loss bodily injury (BI)/uninsured motorist (UIM) experience
~ Current or recent experience as a Claims Manager/Supervisor
~ Experience applying advanced knowledge to provide guidance for complex claim settlements that mitigate risk of litigation.
~ Experience developing and delivering targeted quality coaching within Injury Operations area for more effective lawsuit avoidance.
~ Demonstrated experience proving guidance to team members on escaladed complex claims issues.
~ US military experience through military service or a military spouse/domestic partner.


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. 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. Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. 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.

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