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About the Role
As a dedicated Manager, Claims Operations for STARS Auto Physical Damage, you will manage and be 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. 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.
Responsibilities
- 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, develops, 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.
Requirements
- Bachelor's degree; OR 4 years of relevant education and/or experience.
- 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.
- Meet all USAA safe driving requirements including verification of driving record through MVR & possession of valid driver’s license.
Skills
- Auto Physical Damage direct management, supervisory, or team lead experience.
- Experience working with a Direct Repair Program
- Ability to acquire and maintain I-CAR Platinum class status.
- Advanced knowledge of auto claims contracts and interpretation of case law.
- Familiarity with salvage procedures, identifying possible subrogation files, as well as claims systems and photo imaging.
- Good computer skills to include working knowledge of CCC One estimating platforms, Total Loss evaluation systems and Excel spreadsheets.
- Strong negotiation, investigation, and adjudication skills.
- US military experience gained through military service or gained as a military spouse/domestic partner.
Location
- Remote/Field based role for Austin, TX
Work Type
- Remote
- Hybrid
Experience Level
- 6 years of progressive customer service, operational, military or leadership experience
- 2 years of claims handling experience
- 2 years of direct team lead, supervisory or management experience
Education Level
- Bachelor's degree
- 4 years of relevant education and/or experience
Salary/Compensations
- $103,450.00 - $186,210.00
Benefits
- Comprehensive medical, dental and vision plans
- 401(k)
- Pension
- Life insurance
- Parental benefits
- Adoption assistance
- Paid time off program with paid holidays
- 16 paid volunteer hours
- Various wellness programs
- Career path planning
- Continuing education
About the Company
- 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.
Equal Opportunity
- 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.