Claims Operations Director
3 days ago
About USAA:
At USAA, we have a mission to provide financial security for millions of U.S. military members and their families.
We're working as one to build a great experience and make a real impact for our members by living our core values of honesty, integrity, loyalty, and service.
The Opportunity:
We are seeking a dedicated Claims Operations Director to lead a team of Auto Adjusters handling express level Auto Non-Injury Claims.
This role will manage and be accountable for auto claims operations member service employees who investigate, evaluate, and negotiate claims.
You'll develop engaged employees through regular coaching and feedback to deliver business results, execute process improvements, and drive execution of operational risk management, regulatory compliance training, policies, and procedures.
This position requires an individual to work in the office 4 days per week and can be based in Colorado Springs, CO.
What You'll Do:
- Ensure risks associated with business activities are identified, measured, monitored, and controlled according to risk and compliance policies and procedures.
- Inspect and review quality of claim files and provide feedback to employees.
- Be responsible for ongoing coaching and driving awareness among employees on how their work supports overall claims and Enterprise strategies.
- Find opportunities to improve operational effectiveness, member experiences, and processes, providing feedback to internal partners.
- Create conditions for success, remove obstacles, lead, and champion change.
- Achieve optimal productivity through handling workload volumes, staffing, training needs, and implementing appropriate solutions.
- Monitor work to ensure consistent execution of processes and adherence to guidelines and frameworks.
- Handle escalations and make decisions based on policy.
- Facilitate and guide employees through skill identification and development for career progression.
- Support projects by serving as a subject matter expert.
- Hire, develop, and coach claims employees for results delivery.
What You Have:
- Bachelor's degree or 4 years of related experience may be substituted in lieu of degree.
- 6 years of progressive customer service, operational, military, or leadership experience, including at least 2 years of claims handling experience 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 in the role.
What Sets You Apart:
- Current experience as a Claims Manager/Supervisor.
- Recent Claims Leadership experience.
- Experience with Auto Non-Injury claims, including Auto Physical Damage and end-to-end claims handling.
- Experience coaching and mentoring newer Claims employees.
- Master's Degree and/or CPCU or similar Claims designation.
- Experience leading large-scale projects and initiatives.
- US military experience through military service or a military spouse/domestic partner.
Estimated Salary Range: $102,230 - $184,010
Benefits:
USAA offers best-in-class benefits to support employees' physical, financial, and emotional wellness, including comprehensive medical, dental, and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays, and various wellness programs.
Apply today and explore your career path planning and continuing education opportunities.
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.
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