Manager, Claims Operations

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. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

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. Manages and is accountable for property, and other claims operations member service employees who are responsible for serving our members, and providing appropriate solutions as they investigate, evaluate and negotiate the claim. Develop engaged employees through regular coaching and feedback to deliver business results. Execute process improvements, provides feedback on the process and leads organizational process changes. Drives execution of operational risk management, regulatory compliance training, policies and procedures. Inspects and reviews quality of property 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. Achieves optimal productivity through managing 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. Handles escalations and makes appropriate decisions based on the policy. Facilitates and guides employees through skill identification and developing for career progression Supports projects by serving as a subject matter expert. Hires, develops, and coaches claims employees for results delivery. Consistently coaches employees on claims handling and identifies opportunities to improve overall process and engagement. Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures. Bachelors degree OR 4 years of relevant education and/or experience. ~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. 5 years of property claims experience handling moderate severity Homeowners or Dwelling claims. ~ Experience handling water loss claims. ~ Knowledge of property claims contracts and interpretation of case law. ~ Experience handling catastrophe claims. ~ US military experience gained through military service or gained as a military spouse / domestic partner. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.). 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.