Auto Claims Resolution Specialist
3 weeks ago
About USAA:
At USAA, our mission is to facilitate the financial security of millions of U.S. military members and their families.
We're guided by our core values of honesty, integrity, loyalty, and service.
As a dedicated team member, you'll have the opportunity to make a real impact for our members.
The Opportunity:
You will adjust highly complex auto insurance claims presented by or against our members, ensuring compliance with state laws and regulations.
Accountable for delivering best-in-class service through setting appropriate expectations, proactive communications, advice, and empathy.
We offer a flexible work environment requiring an individual to be in the office 3 days per week after completing 6 months in-office.
This position is based in Colorado Springs, CO. Relocation assistance is not available for this position.
Your Key Responsibilities:
- Investigate and determine coverage and liability, evaluate, negotiate, and settle highly complex auto claims.
- Negotiate liability for comparative negligence (claimant or adverse carrier).
- Identify coverage concerns, review prior loss history, and create SIU referrals when appropriate.
- Interact with multiple parties to gather information, determine liability, and analyze data to establish regulatory compliance and settlement value.
- Evaluate and negotiate settlement of automobile first- and third-party physical damage claims within established limits.
- Resolve claims through proactive problem-solving and decision-making, overcoming obstacles, and effectively prioritizing your workload.
- Clearly document thought process, including damage evaluation, investigation, negotiation, and settlement decisions.
- Collaborate with external and internal partners to facilitate claims resolution using digital tools for timely and effective resolutions.
- Apply knowledge of Auto Physical Damage to adjust claims with TL, PD limits issues, PD lawsuits, or UMPD.
- Support workload surges and CAT response operations as needed, including on-call dates and potential evening, weekend, and/or holiday work outside normal hours.
Your Requirements:
- High School Diploma or General Equivalency Diploma
- 2 years of customer service experience
- 1 year of experience handling low-to-moderately complex auto non-injury liability claims
- Experience determining auto liability coverage
- Proficient knowledge of the auto claims contract and application of case law and state laws and regulations
- Demonstrated negotiation, investigation, communication, and conflict resolution skills
- Proven investigatory, analytical, prioritizing, multi-tasking, and problem-solving skills
- Ability to organize, analyze, and determine risk and appropriate response
- Acquisition and maintenance of insurance adjuster license within 90 days and 3 attempts
What Sets You Apart:
- US military experience through military service or a military spouse/domestic partner
- Bachelor's degree
- Active Adjuster's License
- 1-2 years recent multi-vehicle claims liability experience
- Guidewire Claims Center experience
- Contract Interpretation: Liability & Physical Damage Coverage (Part A & D) and Uninsured/Underinsured Motorists Property Damage (Part C)
- Dispute resolution experience: Liability Investigation/Comparative Negligence, Unrelated Prior Vehicle Damages, Total Loss Valuation/Negotiation, Non-Owned Vehicles/Rideshare/Permissive Driver, Exceeding Coverage Limits
- Arbitration/Subrogation knowledge
- 1-2 years total loss handling experience
What We Offer:
Compensation: The salary range for this position is $53,440 - $90,180.
Benefits: At USAA, we offer 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.
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