Claims Representative

3 days ago

Phoenix, Arizona, United States USAA Full time

Why USAA?

We are seeking dedicated professionals to work in our Phoenix office for future customer service claims opportunities. We have new training classes starting every month. Military veterans and spouses are highly encouraged to apply.

Job Description

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.

  • Document First Notice of Loss by acquiring 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.
  • Build 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 successfully 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.
Requirements

We require:

  • A High School Diploma or GED.
  • The 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.
  • The ability to prioritize and multi-task while navigating through multiple business applications.
  • The 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 gives you a competitive edge in this role.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

What we offer

USAA offers its employees a comprehensive benefits package, including medical, dental, and vision plans, a 401(k) plan, pension plan, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

The salary range for this position is $43,750 to $45,750 based on location and experience.

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