Customer Service - Property Claims

About the position

At USAA, we are dedicated to serving the military community and their families, and we are looking for individuals who share our values of honesty, integrity, loyalty, and service. The Claims Customer Service role is an opportunity to make a meaningful impact while developing your career. This position involves a comprehensive training program that is fully paid for by USAA, which includes all necessary training materials, class discussions, hands-on training, and e-learning modules. The training is designed to equip you with the skills needed to support our members independently. After six months of in-office training, you will have the opportunity to work in a hybrid model, allowing you to work from home two days a week, with the specific onsite days determined in collaboration with your manager. As a Claims Contact Center representative, you will be the first point of contact for Property First Notice of Loss (FNOL) claims. Your responsibilities will include creating thorough loss reports, verifying coverage, and setting up appropriate services to ensure claims progress smoothly. You will also respond to status inquiries from various parties, delivering best-in-class customer service by setting appropriate expectations and proactively communicating with our members. This role requires you to operate in a fast-paced, high-volume contact center environment, managing back-to-back calls while navigating multiple systems and programs. You will assist members with questions regarding the claims process, apply strong time and call management skills, and support workload surges during catastrophic events. Additionally, you will ensure that risks associated with business activities are effectively identified and controlled in accordance with compliance policies.

Responsibilities
? Serve as the first point of contact for Property First Notice of Loss (FNOL) claims.
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? Create thorough loss reports and verify coverage as appropriate.
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? Initiate the most effective method of damage assessment for file handling.
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? Assist members with questions regarding the claims process and set expectations for next steps.
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? Apply strong time and call management skills in assisting members with insurance needs.
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? Support workload surges and catastrophe operations during designated catastrophic events.
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? Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled.

Requirements
? High School Diploma or GED.
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? Ability to provide exceptional customer service by communicating clearly and professionally.
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? Ability to prioritize and multi-task while navigating through multiple business applications in a fast-paced team environment.
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? Successful completion of a job-related assessment is required.

Nice-to-haves
? US military experience through military service or as a military spouse/domestic partner.
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? Bachelor's degree.

Benefits
? Comprehensive medical, dental, and vision plans.
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? 401(k) retirement plan.
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? Pension plan.
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? Life insurance coverage.
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? Parental benefits.
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? Adoption assistance.
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? Paid time off program with paid holidays plus 16 paid volunteer hours.
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? Various wellness programs.
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? Career path planning and continuing education assistance.

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