Customer Service Claims Representative
3 weeks ago
**Why USAA?**: Let’s do something that really matters.
We have an important mission: serving the members of the military community and their families. It’s both a chance to say thank you and the opportunity to put your talents to work in a meaningful way. To do it right, we need the right people. We’re looking for those who share our values of honesty, integrity, loyalty and service. Because what we do is just as important as how we do it. Come be a part of what makes us so special
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.
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 completion of training and six months of working in the position, you’ll have the opportunity to work in office three days a week. Relocation assistance is not available for this position.
**The Opportunity**:
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**. The range for the work schedules could fall anywhere between 7:00 am to 8:30 PM local time. Schedules will be assigned based on business needs.
Regularly scheduled shift hours after 6 p.m. local time during the week and/or on the weekend will be 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.
**What you'll do**:
- Document First Notice of Loss by obtaining 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.
- Create loss reports, describe or verify coverage as appropriate, and initiate the most effective method of damage assessment to assign for file handling.
- Assist with questions regarding the claims process and set expectations for next steps to help ensure claims are effectively resolved and accurately documented.
- Resolve status inquiries and, when appropriate, route to handling adjuster.
- 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.
- Embrace continuous improvement and development through coaching and collaboration with manager and team members.
- Use strong call management skills by assisting members within a timely manner and limiting non-productive time.
- 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.
**What you have**:
- High School Diploma or GED
- Ability to provide exceptional customer service for our members by using active listening, verbal, and written communication skills to communicate clearly, professionally, and empathetically.
- Highly developed interpersonal skills to collaborate effectively in a fast-paced team environment.
- Successful completion of a job-related assessment is required.
- May require acquisition and maintenance of insurance adjuster license within 90 days. (USAA provides all materials and licensing fees)
**What sets you apart**:
- US military experience through military service or a military spouse/domestic partner
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 requirement
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