Manager, Claims Contact Center - USAA

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 must be based in one of the following office locations: 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 (10 years of experience in lieu of a degree).
  • 6 years of progressive customer service, contact center, operational, military, or leadership experience.
  • 2 years operational P&C Auto 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: $77,120 -$138,810.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 and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, national origin, age, disability, genetic information, protected veteran status, or any other legally protected characteristic.