Customer Service Claims Representative
4 weeks ago
USAA is a leading provider of financial services to military members and their families. We're committed to serving those who serve our country, and we're looking for talented individuals to join our team.
Job SummaryWe're seeking a highly skilled Customer Service Claims Representative to join our team. As a key member of our contact center, you'll be responsible for providing exceptional service to our members, resolving claims in a timely and professional manner, and working collaboratively with our team to achieve our goals.
Key Responsibilities- Document First Notice of Loss and acquire relevant information for effective claim investigation.
- Set up appropriate services to proactively move claims forward and assign for file handling.
- Build loss reports, describe or verify coverage as appropriate, and initiate the most effective method of damage assessment.
- 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 route to handling adjuster when necessary.
- 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.
- 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 to assist members within a timely manner and limit 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 is required.
- May require acquisition and maintenance of insurance adjuster license within 90 days (USAA provides all materials and licensing fees).
USAA offers a competitive salary range of $43,750 to $45,750, based on experience and market data. We also offer 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, and various wellness programs. Additionally, our career path planning and continuing education assist employees with their professional goals.
USAA is an Equal Opportunity Employer and values 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.
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