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Manager, Claims Operations (Field Manager - Remote) at USAA

Manager, Claims Operations (Field Manager - Remote)

USAA Work from Home/Remote Full-Time

Purpose of Job

We are currently seeking a talented Property Field Manager, Claims Operations for the New England territory. This position will be Remote with some travel required.

**Company Vehicle May Be Provided**

**Candidate May Reside in Any of the Following States: CT, DE, MA, MD, ME, NH, NJ, PA, RI, VA, VT or WV**

This role manages and is 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. Develops engaged employees through regular coaching and feedback to deliver business results. Executes process improvements, provides feedback on the process, and leads organizational process changes. Drives execution of operational risk management, regulatory compliance training, policies, and procedures.

Job Requirements

About USAA

USAA knows what it means to serve. We facilitate the financial security of millions of U.S. military members and their families. This singular mission requires a dedication to innovative thinking at every level.

Primary Responsibilities:

  • Identifies and manages existing and emerging risks that stem from business activities and the job role.

  • Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.

  • Follows written risk and compliance policies, standards, and procedures for business activities.

  • Inspects and reviews 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 identifies opportunities to improve operational effectiveness, member experiences and processes providing feedback to internal partners

  • Creates conditions for success removes obstacles, leads and champions change.

  • Achieves 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.

  • Handles escalations and makes appropriate decisions based on the policy.

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

  • Hires, develops, and coaches claims employees for results delivery.

  • Consistently coaches employees on claims handling and identifies opportunities to improve overall process and engagement

Minimum Qualifications:

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

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

  • 2 years of 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.

Preferred Qualifications:

  • 5 years of property claims leadership experience: Experience managing adjusters who handle moderate to complex dwelling claims

  • Knowledge of property claims contracts and interpretation of case law

  • Residential construction experience

  • Advance knowledge of Xactimate, Xactanalysis, Xact Contents, and Claims Experience

  • Experience handling catastrophe claims and the ability to deploy on future catastrophes

  • CPCU or other insurance industry designations

  • Ability to meet all USAA safe driving requirements to include verification of driving record through MVR & possession of valid driver's license

  • Ability to traverse ladders and roofs

  • Ability to work weekends and overtime if needed

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.


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 position. The salary range for this position is: $88,200 - $158,900.
Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the USAA Board of Directors.
*Geographical Differential: Geographic pay differential is additional pay provided to eligible employees working in locations where market pay levels are above the national average.
Shift premium will be addressed on an individual basis for applicable roles that are consistently scheduled for non-core hours.
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.

To see details on our outstanding benefits, visit USAA Total Rewards.

Relocation assistance is not available for this position.

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