Manager, Claims Contact Center - Auto Claims
Company: USAA
Location: Phoenix
Posted on: May 18, 2024
Job Description:
Why USAA?Let's do something that really matters.
At USAA, we have an important mission: facilitating the financial
security of millions of U.S. military members and their families.
Not all of our employees served in our nation's military, but we
all share in the mission to give back to those who did. We're
working as one to build a great experience and make a real impact
for our members.
We believe in our core values of honesty, integrity, loyalty and
service. They're what guides everything we do - from how we treat
our members to how we treat each other.
Come be a part of what makes us so special!The OpportunityWhat
you'll do:We are seeking several dedicated Manager Claims Contact
Center - Auto Claims.We offer a flexible work environment that
requires an individual to be in the office 4 days per week. This
position can be based in one of the following locations: San
Antonio, TX; Phoenix, AZ; Tampa, FL. - Relocation assistance is not
available for this position.Manages a team of Claims Contact Center
representatives who serve as the initial point of contact for
members/customers reporting First Notice of Loss (FNOL) for auto
claims. - Oversees the effective, efficient, and timely response to
inquiries regarding the claims process and status of existing
claims. Drives execution of operational risk management, regulatory
compliance training, policies, and procedures by ensuring active
oversight and monitoring of accurate and compliant loss reporting
methodology.
- Responsible for the day-to-day management of 24x7 contact
center operations by ensuring employee adherence to schedule,
monitoring, coaching, and improving Contact Center metric
performance.
- Adjusts schedule activity in coordination with Workforce
Planning to maximize resource utilization and optimize availability
to members.
- Proactively identifies opportunities and recommends potential
solutions to improve the operational efficiency and effectiveness
of the Claims Contact Center and enhance the member
experience.
- Inspects and reviews quality of loss reports for accuracy and
provides feedback and training to employees as appropriate.
- Proactively handles escalations regarding the reporting of new
claims or inquires on existing claims and makes appropriate
decisions based on the policy.
- Develops employees through regular coaching and feedback to
deliver business results.
- Facilitates and guides employees through continuous skill
development in support of career progression to Auto/Property
Claims Adjuster roles.
- Collaborates with key stakeholders to improve the contact
center experience.
- Builds, develops, and leads a team of contact center
representatives through ongoing execution of recruiting,
development, retention, coaching and support, performance
management, and managerial activities.
- 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:
- 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, contact center,
operational, military, or leadership experience.
- 2 years operational P&C Auto or Property claims
experience.
- 2 years of direct team lead, supervisory or management
experience.
- Familiarity with call center technologies and relevant tools
for effectiveness.
- Experience using and interpreting data to identify trends and
make informed decisions.
- Acquisition and maintenance of applicable insurance adjuster
license within 90 days and 3 attempts.What sets you apart:
- Current or prior contact center experience to include
familiarity with real time management principles and tools.
- 2+ years experience in handling and interpreting Auto
Claims.
- Passionate about developing and training employees to deliver
world-class service and quality
- Experience driving results through performance
accountabilityThe 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: $67,220-$121,000.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, please visit
our benefits page on USAAjobs.com.Applications for this position
are accepted on an ongoing basis, this posting will remain open
until the position is filled. Thus, interested candidates are
encouraged to apply the same day they view this posting. -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.
Keywords: USAA, Sun City , Manager, Claims Contact Center - Auto Claims, Executive , Phoenix, Arizona
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