Inside Senior Auto Adjuster - CAT Claims

USAA Life Insurance Company; Tampa (FL); Hybrid; USD 65,000 - 95,000; Full time

Job summary

USAA Life Insurance Company is seeking a Senior Auto Adjuster to manage highly complex auto claims from end to end, including catastrophe designations. This desk role requires in-office presence 3 days a week, with initial ramp to five days. The position is based in the Tampa, FL or Chesapeake, VA offices.

You will analyze coverage, negotiate settlements, gather statements, and coordinate with multiple parties to deliver timely, compliant resolutions while upholding excellent member service.

Qualifications

• 2 years of customer service experience.
• 1 year of experience handling low to moderately complex auto non injury liability claims.
• Experience determining auto liability coverage.
• Acquisition and maintenance of insurance adjuster license within 90 days and 3 attempts.

Responsibilities

• Investigates to determine coverage, liability, and physical damage including total loss settlements for highly complex auto claims.
• Negotiates liability for comparative negligence (claimant or adverse carrier).
• Identifies coverage concerns, reviews prior loss history, determines, and creates SIU referrals when appropriate.
• Interacts with police reports, recorded statements, witness statements to determine liability.
• Analyzes information to establish regulatory compliance and settlement value.
• Evaluates and negotiates settlement of automobile first and third-party physical damage claims within authority limits.
• Resolves claims through proactive problem solving and prioritizing workload.
• Documents thought process including damage evaluation, investigation, negotiation, and settlement decisions.
• Collaborates with external/internal partners to facilitate claims resolution.
• Supports members and claimants using digital tools for timely resolutions.
• Applies knowledge of P&C insurance products, policies and internal claims processes.
• May serve as informal resource for team members.
• May respond to workload surges and CAT events including on-call.

Skills

Customer service

Negotiation

Investigation

Communication

Conflict resolution

Analytical thinking

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

As a dedicated Senior Auto Adjuster, you will work within defined guidelines and framework, responsible to adjust highly complex auto insurance claims presented by or against our members to include the end-to-end claims process and settling claims in compliance with state laws and regulations. Accountable for delivering best in class service, through setting appropriate expectations, proactive communications, advice, and empathy.

USAA's Catastrophe Team is seeking experienced Auto Adjusters to join the Inside Dedicated Auto Catastrophe Team (ACT). In this desk role you will handle repairable and total loss claims for catastrophe designated and/or weather surge events. ACT adjusters will operate in a file ownership environment, being accountable for the entire member end-to-end claim experience. This team will also work closely with the APD CAT team and Paintless Dent Repair (PDR) providers for a consistent, seamless end-to-end claim experience.

This desk based role requires an individual to be in the office 3 days per week . The first 6 months will be 5 days a week in office. This position is based in the Tampa, FL or Chesapeake, VA office. Relocation assistance is not available for this position.

What you'll do:

• Investigates to determine coverage, liability, and physical damage including total loss settlements for highly complex auto claims.
• Negotiates liability for comparative negligence (claimant or adverse carrier).
• Identifies coverage concerns, reviews prior loss history, determines, and creates Special Investigation Unit (SIU) referrals, when appropriate.
• Interacts with multiple parties to gather information (police reports, recorded statements, witness statements) determine liability.
• Analyzes information obtained to establish compliance for regulatory requirements and settlement value.
• Evaluates and negotiates settlement of automobile first and third-party physical damage claims within established settlement authority limits and negotiates any excessive storage charges.
• Resolves claims through proactive problem solving and decision making, within authority guidelines and under moderate supervision, overcoming obstacles, and effectively prioritizing the workload.
• Clearly documents thought process including damage evaluation, investigation, negotiation, and settlement decisions.
• Collaborates and sets expectations with external and internal business partners to facilitate claims resolution.
• Supports members, business partners, and claimants, through use of varying communication channels to include utilization of digital tools to drive timely and effective resolutions through exceptional service.
• Applies proficient knowledge of P&C insurance industry products, services, to include P&C insurance policy contracts, coverages and internal claims handling process and procedures.
• May serve as an informal resource for team members.
• Applies proficient knowledge of Auto Physical Damage to adjust claims.
• 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 be assigned CAT deployment travel with minimal notice during designated CATs.
• Works various types of claims, 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.

What you have:

• High School Diploma or General Equivalency Diploma.
• 2 years of customer service experience.
• 1 year of experience handling low to moderately complex auto non injury liability claims.
• Experience determining auto liability coverage.
• Proficient knowledge and understanding of the auto claims contract as well as application of case law and state laws and regulations.
• Acquisition and maintenance of insurance adjuster license within 90 days and 3 attempts.
• Demonstrated negotiation, investigation, communication, and conflict resolution skills.
• Proven investigatory, analytical, prioritizing, multi-tasking, and problem-solving skills.
• Ability to organize, analyze, and effectively determine risk and appropriate response.
• Successful completion of a job-related assessment may be required.