Claims Contact Center Representative
Company: USAA
Location: San Antonio
Posted on: April 17, 2024
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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
four-month 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
Opportunity
We 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 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 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.
#sareadytowork
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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Keywords: USAA, San Antonio , Claims Contact Center Representative, Other , San Antonio, Texas
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