Operations - USAA : Job Details

Why USAA? Lets do something that really matters. At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nations military, but we all share in the mission to give back to those who did. Were working as one to build a great experience and make a real impact for our members. We believe in our core values of honesty, integrity, loyalty and service. Theyre what guides everything we do from how we treat our members to how we treat each other. Come be a part of what makes us so special! The Opportunity As a dedicated Manager, Claims Operations you will coach, mentor and manage a team of front-line employees in a contact center environment that are responsible for providing member experience for the sales, service, retention and underwriting of personal lines products in all locations using multiple contact channels. Accountable for enterprise, financial, and market performance through their team's results in relationship management, operational effectiveness, member retention and risk management. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in the following location: Tampa, FL. Relocation assistance is not available for this position. What you'll do: Drive business results and revenue/product goal attainment; ensure team members provide appropriate product solutions to meet member needs. Lead day-to-day call center operations ensuring the effectiveness and efficiency of assigned resources to fulfill their member contact responsibilities. (i.e. time management, schedule adherence, etc.) Handle member and Insurance Professional issues and make appropriate risk decisions based on policies. Manage employee performance and facilitate professional development and career progression through regular coaching and timely feedback. Perform managerial duties to include selection, on-boarding, conducting performance evaluations, salary reviews, corrective actions, and resolution of employee issues to develop and retain a high-performing team. Identify and execute process improvements which maximize operational efficiencies and enhance member experience; act as a change agent Maintain current with required insurance licenses and routine and /or ad hoc required learning courses. Accountable for personal and team performance related to compliance and risk mitigation goals as well as quality, service, deepening and/or acquisition behaviors that are aligned to internal company policies, procedures and external regulatory standards. Dedicated to first line of defense quality, compliance and audits. Ensure employees understand how the tasks they perform help mitigate risk and protect the brand and reputation of USAA. Required maintenance of Property & Casualty (P&C) license and state registrations Ensure risks associated with business activities are efficiently identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures. What you have: 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 or more years of customer service or sales experience. 2 or more years of team lead, supervisory or management experience. Strong decision-making skills. Ability to understand, interpret and coach employees on insurance regulatory and compliance requirements. Successfully acquire Property & Casualty (P&C) license and state registrations within 90 days of hire. What sets you apart: Current leadership experience as an Auto Injury Claims Manager or Supervisor 5+ years handling Auto Injury Claims Experience handling uninsured/underinsured motorist and complex Bodily injury Auto Claims Experience leading teams in multiple Geographical locations (in person and hybrid/remote) 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 salary range for this position is: $103,450- $186,210. 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, please visit our benefits page on USAAjobs.com. 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 and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, national origin, age, disability, genetic information, protected veteran status, or any other legally protected characteristic.