Manager, Claims Operations

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

The Manager will be responsible for monitoring and improving team performance through reporting and adherence to MSR metrics particularly around phone behavior and service standards. The role also involves guiding teams on claims processes and systems including familiarity with Guidewire Claims Center while driving accountability consistency and overall operational excellence.

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.

What youll do:

• Inspect and review 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 identify opportunities to improve operational effectiveness member experiences and processes providing feedback to internal partners.

• Create conditions for success remove obstacles lead and champion change.

• Achieve 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.

• Handle escalations and make appropriate decisions based on the policy.

• Facilitate and guide employees through skill identification and developing for career progression Supports projects by serving as a subject matter expert.

• Hire develop and coach claims employees for results delivery.

• Consistently coach employees on claims handling and identify opportunities to improve overall process and engagement.

What you have:

• Bachelors degree: OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.

• Minimum 6 years progressive customer service operational military or leadership experience to include a minimum of 2 years of claims handling experience required with demonstrated proficiency.

• Minimum 2 years 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:

• Prior insurance industry experience: active insurance license strongly preferred.

• Claims handling experience strongly preferred with exposure to complex claims a plus.

• Experience with total loss claims highly preferred including managing complex claim scenarios.

• High attention to detail with a focus on accurate claim evaluation loss assessment and appropriate payout decisions.

• Strong coaching and development skills with a focus on driving performance accountability and continuous improvement.

Compensation range: The salary range for this position is: $103450.00 - $186210.00.

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 Directors.

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.

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 visit our benefits page on .

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.