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Customer Service Representative
2 months ago
We are seeking a highly skilled and dedicated Customer Service Representative to join our team at USAA. As a Customer Service Representative, you will be responsible for providing exceptional service to our members regarding property claims.
Key Responsibilities- Document First Notice of Loss by obtaining relevant information for effective claim investigation.
- 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.
- Apply strong time management skills by closely adhering to assigned work schedule.
- 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.
- 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.
- Ability to prioritize and multi-task while navigating through multiple business applications.
- Successful completion of a job-related assessment(s) is required.
- May require acquisition and maintenance of insurance adjuster license within 90 days. (USAA provides all materials and licensing fees)
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. The actual salary for this role may vary by location. The hiring range for this position is: $43,750 to $44,750.
Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.
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.
