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 Opportunity

This hybrid role requires an individual to be in the office 3 days per week. This position is based in the following location: Phoenix, AZ. Relocation assistance is not available for this position.

As a Sr. Auto Claims representative your work will focus on adjusting non-injury auto claims. You will investigate and determines coverage and liability, evaluate, negotiate, and settle highly complex auto claims such as comprehensive (i.e., theft and fire), collision (i.e., minimal policy limits, coverage determinations/issues, attorney representation, non-owned vehicles, mechanical breakdown, property damage lawsuits) property damage liability, uninsured motorist property damage, and rental vehicle coverages for repairable vehicles and total losses. In this role, you will make a difference to our members as you deliver best in class customer service through setting appropriate expectations, proactively communicating and providing advice to deliver appropriate solutions to the member.

What you'll do:

• Investigates and determines coverage and liability, evaluates, negotiates, and settles highly complex auto claims such as comprehensive (i.e., theft and fire), collision (i.e., minimal policy limits, coverage determinations/issues, attorney representation, non-owned vehicles, mechanical breakdown, property damage lawsuits) property damage liability, uninsured motorist property damage, and rental vehicle coverages for repairable vehicles and total losses.




• Negotiates liability for comparative negligence (claimant or adverse carrier).




• Identifies coverage concerns, reviews prior loss history, determines, and creates Special Investigation Unit (SIU) referrals, when appropriate.




• Interacts with multiple parties to gather information (police reports, recorded statements, witness statements) determine liability.




• Analyzes information obtained to establish compliance for regulatory requirements and settlement value.




• Evaluates and negotiates settlement of automobile first and third-party physical damage claims within established settlement authority limits and negotiates any excessive storage charges.




• Resolves claims through proactive problem solving and decision making, within authority guidelines and under moderate supervision, overcoming obstacles, and effectively prioritizing the workload.




• Clearly documents thought process including damage evaluation, investigation, negotiation, and settlement decisions.




• Collaborates and sets expectations with external and internal business partners to facilitate claims resolution.




• Supports members, business partners, and claimants, through use of varying communication channels to include utilization of digital tools to drive timely and effective resolutions through exceptional service.




• Applies proficient knowledge of P&C insurance industry products, services, to include P&C insurance policy contracts, coverages and internal claims handling process and procedures.




• May serve as an informal resource for team members.




• Applies knowledge of Auto Physical Damage to adjust claims (files with a TL, PD limits issue, PD Lawsuit, or UMPD).




• Supports workload surges and catastrophe (CAT) response operations as needed, including mandatory on-call dates and potential evening, weekend, and/or holiday work outside normal work hours.




• May be assigned CAT deployment travel with minimal notice during designated CATs.




• Works various types of claims, including ones of higher complexity, and may be assigned additional work outside normal duties as needed.




• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Work Schedule:

• 9:00AM - 6:30PM Local Time

What you have:

• High School Diploma or General Equivalency Diploma.




• 2 years of customer service experience.




• 1 year of experience handling low to moderately complex auto non injury liability claims.




• Acquisition and maintenance of insurance adjuster license within 90 days and 3 attempts.




• Experience settling auto liability coverage.




• Proficient knowledge and understanding of the auto claims contract as well as application of case law and state laws and regulations.




• Demonstrated negotiation, investigation, communication, and conflict resolution skills.




• Proven investigatory, analytical, prioritizing, multi-tasking, and problem-solving skills.




• Ability to organize, analyze, and effectively determine risk and appropriate response.




• Successful completion of a job-related assessment may be required.

What sets you apart:

• Current USAA Contractor working in Complex Auto Claims




• Experience handling total loss and coverage in question

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: $50,230.00 - $ 90,180.00.

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.

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.

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