Manager, Claims Operations - Auto Field

The Opportunity

We are seeking a dedicated Manager Claims Operations Field APD.

Manages and is accountable for auto, property, 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. Implements 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 field-based role in either Baltimore, MD metro OR Washington DC metro area. Candidates who are willing and able to perform field work in Southern Maryland or Northern Virginia are encouraged to apply.

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 finds opportunities to improve operational effectiveness, member experiences and processes providing feedback to internal partners

Crafts conditions for success removes obstacles, leads and champions change.

Achieves optimal productivity through handling 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 critical issues 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 authority.

Hires, develops, and coaches claims employees for results delivery.

Consistently coaches employees on claims handling and finds opportunities to improve overall process and engagement

Ensures risks associated with business activities are effectively identified, measured, supervised, 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 dynamic customer service, operational, military or leadership experience to include a minimum of 2 years of claims handling experience required with shown strength.

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 :

6 or more years of auto physical damage experience to include auditing physical damage estimates for accuracy.

Working knowledge of CCC One estimating platforms.

Familiarity with salvage procedures and identifying subrogation opportunities.

Ability to travel overnight and be available for CAT duty.

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.

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 : $99,160.00 - $189,530.00 .

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.