Customer Service - Property Claims

Job Description

Why USAA?

Let’s do something that really matters.
We have an important mission: serving the members of the military community and their families. It’s both a chance to say thank you and the opportunity to put your talents to work in a meaningful way. To do it right, we need the right people. We’re looking for those who share our values of honesty, integrity, loyalty and service. Because what we do is just as important as how we do it. Come be a part of what makes us so special!
It is all about learning and growing.
Our Claims Customer Service role may be a new career for you. There’s a lot to learn, but the journey is mapped out and USAA is willing to invest in you! Our comprehensive, fully paid three-month training program to become a Claims Contact Center Representative includes all training materials, class discussions, hands-on training, e-learning modules, and the instructor led guidance will help you to support our membership independently. We also pay for all licensing costs!
Our in-office development program provides the training you need and the encouragement to create a proactive and independent support style to service our membership. After six months in-office, you’ll have the opportunity to work in a hybrid model where you can work from home 2 days a week. The actual onsite days will be determined between each employee and their manager.

The Opportunity

We are currently seeking dedicated professionals to work in our Phoenix office for future claims customer service opportunities in 2023. Work schedules will vary and will include evenings and weekends ending as late as 10PM local time. We have new training classes starting every month. Military veterans and spouses are highly encouraged to apply.

As a Claims Contact Center representative, your role is to serve as the first point of contact for Property First Notice of Loss (FNOL) claims. You will focus on creating thorough loss reports, verifying coverage, and setting up appropriate services to proactively move claims forward to the furthest point in the process. This will also include responding to status inquiries from various parties. In this role, you will make a difference to our members as you deliver best in class customer service through setting appropriate expectations, proactively communicating and providing advice to deliver appropriate solutions to the member.

What you'll do:

• 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 across multiple channels.
• Create loss reports and 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 effectively resolved and accurately documented.
• Apply strong time and call management skills in assisting members with insurance needs.
• Support workload surges and catastrophe operations during designated catastrophic events.
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have:

• High School Diploma or GED
• Ability to provide exceptional customer service for our members by communicating clearly and professionally
• Ability to prioritize and multi-task while navigating through multiple business applications in a fast-paced team environment
• Successful completion of a job-related assessment is required
• Successfully acquire and maintain an insurance adjuster license and applicable state registrations within 90 days of hire (USAA provides study materials and the training environment to assist you with the licensing exam)

What sets you apart:

• US military experience through military service or a military spouse/domestic partner
• Bachelor’s degree

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

What we offer:

Compensation: 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. The actual salary for this role may vary by location. The salary range for this position is: $46,100 - $47,100.

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. Additionally, our career path planning and continuing education assists employees with their professional goals.

For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

Relocation assistance is not available for this position.

USAA is an Equal Opportunity Employer. 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.