Customer Service Claims Representative

USAA Life Insurance Company; San Antonio (TX); Hybrid; USD 44,000 - 45,000; Full time

Job summary

USAA is seeking a Customer Service Claims Representative in our San Antonio office. The role focuses on Auto FNOL claims, responding to status inquiries, documenting losses, and providing proactive, empathetic member service.

Training is fully paid for four months, including materials and licensing costs. After six months, you may work offsite two days a week. Military veterans and spouses are encouraged to apply, with on-call CAT support potential and rotating shifts.

Qualifications

• Up to 1 year of customer service or military experience.
• Active listening, verbal, and written communication skills to communicate clearly, professionally, and empathetically.
• Ability to prioritize and multi-task, including navigating through multiple business applications.
• Interpersonal skills and ability to collaborate effectively in a fast-paced team environment.
• Successful completion of a job-related assessment may be required.
• May require acquisition and maintenance of insurance adjuster license within 90 days and 3 attempts as required by work assignment.

Responsibilities

• Documents First Notice of Loss by obtaining relevant information for effective claim investigation.
• Sets up appropriate services, as needed, to proactively move claims forward to the furthest point in the process within scope of role and expectation.
• Creates loss reports, states, or verifies coverage as appropriate, and initiates the most effective method of damage assessment to assign for file handling.
• Assists with questions regarding the claims process and sets expectations for next steps to help ensure claims are effectively resolved and accurately documented.
• Effectively resolves status inquiries and, when necessary, routes to handling adjuster.
• Effectively operates in a fast-paced, high-volume, contact center environment taking back-to-back calls and navigating multiple systems/programs while maintaining an engaging member interaction that occurs across multiple channels.
• Applies strong time management skills by closely adhering to assigned work schedule.
• Applies strong call management skills by assisting members within a timely manner and limiting non-productive time.
• Embraces continuous improvement and development through coaching and collaboration with manager and team members.
• Supports workload surges and catastrophe (CAT) response operations as needed, including mandatory on-call dates and potential evening, weekend, and/or holiday work outside normal work hours.
• May assign or initiate emergency services when required on specific claims.
• May be assigned CAT deployment travel with minimal notice during designated CATs.
• Works various types of claims loss notices and inquiries, including ones of higher complexity, and may be assigned additional work outside normal duties as needed.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Skills

Active listening

Verbal communication

Written communication

Multitasking

Prioritization

Interpersonal skills

Customer service

Education

High School Diploma or GED

Job description

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values - honesty, integrity, loyalty and service - define how we treat each other and our members. Be part of what truly makes us special and impactful.

We are proud to support active‑duty military spouses. USAA roles may offer remote or hybrid flexibility for active‑duty military spouses consistent with applicable policy and business needs.

The Opportunity

It is all about learning and growing. Our Customer Service Claims Representative role may be a new career for you. There's a lot to learn, but the pathway is mapped out and USAA is willing to invest in you! Our comprehensive, fully paid four-month training program includes all training materials, licensing costs, class discussions, hands‑on training, e-learning modules, and the instructor‑led guidance will help you to support our members independently. We have new training classes starting every month.

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 offsite 2 days a week. Military veterans and spouses are highly encouraged to apply. Relocation assistance is not available for this position.

Work schedules will vary and may include some nights and weekends. Schedules are assigned based on business need. Regularly scheduled shift hours that fall between 6 p.m. and 7 a.m. during the week, or between 6 p.m. Friday and 7 a.m. Monday are eligible for shift premium pay.

We are currently seeking dedicated professionals to work in our San Antonio office as a Customer Service Claims Representative. You will be part of an outstanding contact service center, where you will focus on providing claims service to members regarding the initial contact on all Auto First Notice of Loss (FNOL) claims. In addition, you will respond to status inquiries from various parties, document reported losses, set appropriate expectations, provide proactive communications, advice, and empathy to our members.

Tasks

• Documents First Notice of Loss by obtaining relevant information for effective claim investigation.
• Sets up appropriate services, as needed, to proactively move claims forward to the furthest point in the process within scope of role and expectation.
• Creates loss reports, states, or verifies coverage as appropriate, and initiates the most effective method of damage assessment to assign for file handling.
• Assists with questions regarding the claims process and sets expectations for next steps to help ensure claims are effectively resolved and accurately documented.
• Effectively resolves status inquiries and, when necessary, routes to handling adjuster.
• Effectively operates in a fast‑paced, high‑volume, contact center environment taking back‑to‑back calls and navigating multiple systems/programs while maintaining an engaging member interaction that occurs across multiple channels.
• Applies strong time management skills by closely adhering to assigned work schedule.
• Applies strong call management skills by assisting members within a timely manner and limiting non‑productive time.
• Embraces continuous improvement and development through coaching and collaboration with manager and team members.
• Supports workload surges and catastrophe (CAT) response operations as needed, including mandatory on‑call dates and potential evening, weekend, and/or holiday work outside normal work hours.
• May assign or initiate emergency services when required on specific claims.
• May be assigned CAT deployment travel with minimal notice during designated CATs.
• Works various types of claims loss notices and inquiries, including ones of higher complexity, and may be assigned additional work outside normal duties as needed.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Education

High School Diploma or General Equivalency Diploma.

Experiences that will support your success

• Up to 1 year of customer service or military experience.
• Active listening, verbal, and written communication skills to communicate clearly, professionally, and empathetically.
• Ability to prioritize and multi‑task, including navigating through multiple business applications.
• Interpersonal skills and ability to collaborate effectively in a fast‑paced team environment.
• Successful completion of a job‑related assessment may be required.
• May require acquisition and maintenance of insurance adjuster license within 90 days and 3 attempts as required by work assignment.

Compensation Range

The hiring range for this position is: $43,750 to $45