Claims Contact Center Representative
Company: USAA
Location: San Antonio
Posted on: May 3, 2024
Job Description:
Why USAA?Let's do something that really matters.
We have an important mission: serving the members of the military
community and their families. It's both a chance to say thank you
and the opportunity to put your talents to work in a meaningful
way. To do it right, we need the right people. We're looking for
those who share our values of honesty, integrity, loyalty and
service. Because what we do is just as important as how we do it.
Come be a part of what makes us so special!
It is all about learning and growing.
Our Customer Service Claims Representative role may be a new career
for you. There's a lot to learn, but the pathway is mapped out and
USAA is willing to invest in you! Our comprehensive, fully paid 6-8
week training program includes all training materials, licensing
costs, class discussions, hands-on training, e-learning modules,
and the instructor led guidance will help you to support our
members independently.
Our in-office development program provides the training you need
and the encouragement to create a proactive and independent support
style to service our membership. After six months in-office, you'll
have the opportunity to work from home 1 or 2 days a week.
Relocation assistance is not available for this position.The
OpportunityWe are currently seeking dedicated professionals to work
in our San Antonio office for future customer service claims
opportunities in 2024. We have new training classes starting every
month. Military veterans and spouses are highly encouraged to
apply.Work schedules will vary and may include some nights and
weekends. The range for the work schedules could fall anywhere
between 9-00 am to 10:30 PM. Schedules will be assigned based on
business needs.Regularly scheduled shift hours that fall between 6
p.m. and 7 a.m. during the week, or between 6 p.m. Friday and 7
a.m. Monday are eligible for shift premium pay.As a Customer
Service Claims Representative you will be part of an outstanding
contact service center, where you will focus on providing claims
service to members regarding the initial contact on all auto OR
property First Notice of Loss (FNOL) claims. In addition, you will
respond to status inquiries from various parties, document reported
losses, set appropriate expectations, provide proactive
communications, advice, and empathy to our members.What you'll
do:
- Document First Notice of Loss by obtaining relevant information
for effective claim investigation. Set up appropriate services, as
needed, to proactively move claims forward to the furthest point in
the process within scope of role and expectation.
- Create loss reports, describe or verify coverage as
appropriate, and initiate the most effective method of damage
assessment to assign for file handling.
- Assist with questions regarding the claims process and set
expectations for next steps to help ensure claims are effectively
resolved and accurately documented.
- Resolve status inquiries and, when appropriate, route to
handling adjuster.
- Effectively operate in a fast-paced, high-volume, contact
center environment taking back-to-back calls and navigating
multiple systems and programs while maintaining an engaging member
interaction that occurs across multiple communication
channels.
- Apply strong time management skills by closely adhering to
assigned work schedule.
- Embrace continuous improvement and development through coaching
and collaboration with manager and team members.
- Use strong call management skills by assisting members within a
timely manner and limiting non-productive time.
- May assign or initiate emergency services when required on
specific claims.
- Support workload surges and catastrophe (CAT) response
operations as needed which may include potential weekends, and/or
holiday work outside normal work hours.
- Work various types of claim loss notices and inquiries,
including ones of higher complexity, and may be assigned additional
work outside normal duties as needed.
- Ensure risks associated with business activities are
effectively identified, measured, monitored, and controlled in
accordance with risk and compliance policies and procedures.What
you have:
- High School Diploma or GED
- Ability to provide exceptional customer service for our members
by using active listening, verbal, and written communication skills
to communicate clearly, professionally, and empathetically.
- Highly developed interpersonal skills to collaborate
effectively in a fast-paced team environment.
- Ability to prioritize and multi-task while navigating through
multiple business applications.
- Successful completion of a job-related assessment is
required.
- May require acquisition and maintenance of insurance adjuster
license within 90 days. (USAA provides all materials and licensing
fees)What sets you apart:
- US military experience through military service or a military
spouse/domestic partnerThe 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 hiring range for this position
is: $43,750 to $45,750.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, visit our
benefits page on USAAjobs.com.#sareadytoworkApplications 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.
Keywords: USAA, San Antonio , Claims Contact Center Representative, Other , San Antonio, Texas
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