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Claims Operations Manager

1 month ago

Colorado Springs, Colorado, United States USAA Full time
About the Role

USAA is seeking a highly skilled and experienced Manager, Claims Operations to lead a team of Auto Injury Examiners. As a key member of our Claims Operations team, you will be responsible for overseeing the investigation, evaluation, and negotiation of auto claims, ensuring that our members receive the best possible service.

Key Responsibilities
  • Lead and manage a team of Auto Injury Examiners, providing guidance and coaching to ensure excellent service delivery.
  • Develop and implement process improvements to enhance operational efficiency and effectiveness.
  • Drive execution of operational risk management, regulatory compliance training, policies, and procedures.
  • Ensure that risks associated with business activities are effectively identified, measured, monitored, and controlled.
  • Inspect and review the quality of claim files, providing feedback to employees as needed.
  • Proactively identify opportunities to improve operational effectiveness, member experiences, and processes.
  • Create conditions for success by removing obstacles, leading, and championing change.
  • Achieve optimal productivity through effective workload management, staffing, training, and identifying solutions.
  • Handle escalations and make decisions based on policy.
  • Facilitate and guide employees through skill identification and development for career progression.
  • Support projects by serving as a subject matter expert.
  • Hire, develop, and coach claims employees for results delivery.
Requirements
  • Bachelor's degree or 4 years of related experience.
  • 6 years of progressive customer service, operational, military, or leadership experience, including a minimum of 2 years of claims handling experience.
  • 2 years of direct team lead, supervisory, or management experience.
  • Experience using and interpreting data to make decisions.
  • Demonstrated leadership, initiative, customer service, and/or claims handling skills.
  • Acquisition and maintenance of applicable insurance adjuster license within 6 months of hire.
Preferred Qualifications
  • 4+ years of Auto Injury Claims experience.
  • 2+ years of auto large loss bodily injury (BI)/uninsured motorist (UIM) experience.
  • Current or recent experience as a Claims Manager/Supervisor.
  • Experience handling auto injury claims for the State of Washington.
  • Experience applying advanced knowledge to provide guidance for complex claim settlements that mitigate risk of litigation.
  • Experience developing and delivering targeted quality coaching within Injury Operations area for more effective lawsuit avoidance.
  • Demonstrated experience providing guidance to team members on escalated complex claims issues.
  • US military experience through military service or a military spouse/domestic partner.
What We Offer

USAA offers a competitive salary range of $99,160 - $189,530, comprehensive benefits, and a career path planning and continuing education program to support your professional goals.

Apply today and join our team of dedicated professionals who are passionate about serving our members and making a real impact in their lives.