Customer Service Claims Representative

3 days ago

Phoenix, Arizona, United States USAA Full time
About the Role

USAA is seeking a highly skilled Customer Service Claims Representative to join our team. As a Customer Service Claims Representative, you will be responsible for providing exceptional customer service to our members regarding claims service. You will be the first point of contact for members regarding auto or property First Notice of Loss (FNOL) claims, and will be responsible for documenting reported losses, setting appropriate expectations, and providing proactive communications, advice, and empathy to our members.

Key Responsibilities
  • 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.
  • Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Requirements
  • 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 is required.
  • May require acquisition and maintenance of insurance adjuster license within 90 days. (USAA provides all materials and licensing fees)
What We Offer

USAA offers a comprehensive benefits package, including 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. Additionally, our career path planning and continuing education assists employees with their professional goals.

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