Manager, Claims Operations-Property

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 As a dedicated Manager, Claims Operations for Property, 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. You will develop engaged employees through regular coaching and feedback to deliver business results. You will execute process improvements, provide feedback on the process, and lead organizational process changes.

You will drive execution of operational risk management, regulatory compliance training, policies, and procedures.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based in the following location:
Phoenix, AZ.Relocation assistance is not available for this position

What you'll 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.

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:

Bachelor's degree; OR 4 years of relevant education and/or experience.

Minimum 6 years’ progressive customer service, operational, military or leadership experience to include a minimum of 2 years’ 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:

Minimum 5 years’ property claims experience handling moderate severity Homeowners or Dwelling claims.

Current or previous participation in the L4A program.

Previous experience as a Claims Operations Manager.

Experience managing water loss claims.

Strong knowledge of property insurance…