Customer Service Claims Representative, Unlicensed Auto

Role Overview

• 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

Requirements

• 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)

Benefits

• 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
• Various wellness programs
• Career path planning and continuing education