Manager, Claims Operations- (DCT Property)

USAA Life Insurance Company; Cleburne (TX); On-site; USD 103,000 - 192,000; Full time

Job summary

USAA Life Insurance Company is seeking a Manager, Claims Operations to lead auto and other claims operations member service teams. You will coach staff, drive process improvements, and ensure risk and compliance across claims handling.

The role sits on our Phoenix campus with in-office days, and relocation is not offered. You will influence productivity and customer outcomes while partnering with internal stakeholders to deliver on Enterprise strategies.

Qualifications

• Bachelor's degree or 4 years related experience may substitute for degree.
• 6 years of progressive customer service/operational or leadership experience including 2 years of claims handling.
• 2 years of direct team lead/supervisory/management experience.
• Experience using and interpreting data to make decisions.
• Licensing as an insurance adjuster within 6 months in role.

Responsibilities

• Inspect and review quality of claim files and provide feedback to employees.
• Coach employees and raise awareness of how work supports claims and Enterprise strategies.
• Identify opportunities to improve operational effectiveness and customer experience.
• Lead change, remove obstacles, and drive process improvements.
• Manage workload, staffing, training needs, and implement solutions to optimize productivity.
• Monitor work to ensure adherence to guidelines and risk controls.
• Handle escalations and make policy-based decisions.
• Guide skill development and career progression for staff.

Skills

Leadership experience

Data-driven decision making

Claims handling experience

Education

Bachelor's degree or 4 years related experience

Tools

Xactimate

XactAnalysis

XactContents

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 Manager, Claims Operations , you will manage and be accountable for auto and other claims operations member service employees who are responsible for serving our members, and providing appropriate solutions as they investigate, evaluate and negotiate the claim. Develops engaged employees through regular coaching and feedback to deliver business results. Executes process improvements, provides feedback on the process and leads organizational process changes. Drives execution of operational risk management, regulatory compliance training, policies and, procedures.

This is a role that must sit out of our Phoenix campus location and be in office 4 days a week. Relocation assistance is not available for this position.

What you'll do:

• Inspects and reviews quality of claim files and provide feedback to employees as appropriate.
• Responsible for ongoing coaching and driving awareness so employees understand how their work and contributions support the overall claims and Enterprise strategies.
• Proactively identifies opportunities to improve operational effectiveness, member experiences and processes providing feedback to internal partners
• Creates conditions for success removes obstacles, leads and champions change.
• Achieves optimal productivity through managing 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.
• Handles escalations and makes appropriate decisions based on the policy.
• Facilitates and guides employees through skill identification and developing for career progression Supports projects by serving as a subject matter expert.
• Hires, developments, and coaches claims employees for results delivery.
• Consistently coaches employees on claims handling and identifies opportunities to improve overall process and engagement
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you'll have:

• Bachelor's degree: OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 6 years of progressive customer service, operational, military or leadership experience to include a minimum of 2 years of claims handling experience required with demonstrated proficiency.
• 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.

What sets you apart

• Existing manager or previous experience as a manager in property claims.
• 5 years of property claims experience handling moderate severity Homeowners or Dwelling claims.
• Field property claims experience.
• Knowledge of property claims contracts and interpretation of case law.
• Residential construction experience.
• Experience with Xactimate, XactAnalysis and XactContents.
• Experience handling catastrophe claims.
• CPCU or other insurance industry designation.
• Ability to work weekends and overtime if needed.
• US military experience through military service or a military spouse/domestic partner.

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.

Compensation range:

The salary range for this position is: $103,450 - $191,970 .

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

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.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Direct