Claims Operations Manager
1 day ago
USAA is seeking a dedicated Claims Operations Manager to lead a team of Auto Injury Examiners. As a key member of our Claims Operations team, you will be responsible for developing engaged employees through regular coaching and feedback to deliver business results.
Key Responsibilities:
- Lead and be accountable for auto, property, and other claims operations member service employees.
- Develop and implement process improvements to drive execution of operational risk management, regulatory compliance training, policies, and procedures.
- Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled.
- Inspect and review quality of claim files and provide feedback to employees as appropriate.
- Responsible for ongoing coaching and driving awareness of how employees' work and contributions support the overall claims and Enterprise strategies.
- Achieve optimal productivity through handling workload volumes, staffing, training needs, and identifying and implementing appropriate solutions.
- Responsible for ongoing monitoring of work to ensure consistent execution of processes and adherence to guidelines and frameworks.
- Handle escalations and make appropriate decisions based on policy.
- Support projects by serving as a subject matter expert.
- Hire, develop, and coach claims employees for results delivery.
Requirements:
- Bachelor's degree; 6 years of progressive customer service, operational, military or leadership experience to include 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 time in role.
Preferred Qualifications:
- 4+ years Auto Injury Claims experience
- ~2+ years 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 proving 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 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.
- Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.
Benefits:
- 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.
Equal Employment Opportunity:
USAA is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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