Customer Service Claims Representative
3 weeks ago
Why USAA?We have an important mission: serving the members of the military community and their families. We’re looking for those who share our values of honesty, integrity, loyalty and service. 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.
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. Relocation assistance is not available for this position.
We are currently seeking dedicated professionals to work in our Phoenix office for future customer service claims opportunities in 2024 . We have new training classes starting every month. Military veterans and spouses are highly encouraged to apply.
Work schedules will vary and may include some nights and weekends . Regularly scheduled shift hours that fall between 6 p.m. and 7 a.m. Monday are eligible for shift premium pay .
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 OR property 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.
Document First Notice of Loss by acquiring relevant information for effective claim investigation. Set up appropriate services, as needed, to proactively move claims forward to the furthest point in the process within scope of role and expectation.
Assist with questions regarding the claims process and set expectations for next steps to help ensure claims are successfully resolved and accurately documented.
Effectively operate in a fast-paced, high-volume, contact center environment taking back-to-back calls and navigating multiple systems and programs while maintaining an engaging member interaction that occurs across multiple communication channels.
May assign or initiate emergency services when required on specific claims.
Support workload surges and catastrophe (CAT) response operations as needed which may include potential weekends, and/or holiday work outside normal work hours.
Work various types of claim loss notices and inquiries, including ones of higher complexity, and may be assigned additional work outside normal duties as needed.
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Ability to provide exceptional customer service for our members by using active listening, verbal, and written communication skills to communicate clearly, professionally, and empathetically.
Ability to prioritize and multi-task while navigating through multiple business applications.
May require acquisition and maintenance of insurance adjuster license within 90 days. (USAA provides all materials and licensing fees)
US military experience through military service or a military spouse/domestic partner
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. USAA offers Phoenix employees who reside in designated service zones , a fully subsidized, reliable, safe, and employee-centric transportation solution. The service zone includes all areas connecting to Tempe: This convenient service will transport employees from a designated park & ride location to the Phoenix Campus.
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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