Customer Service Claims Representative

USAA - Phoenix, AZ

Full-time - Entry Level

Phoenix, AZ

Credit Intermediation and Related Activities

About the position

The Customer Service Claims Representative at USAA plays a crucial role in serving the military community and their families by providing exceptional claims service. This position involves documenting First Notice of Loss (FNOL) claims, responding to inquiries, and ensuring effective communication throughout the claims process. The role includes a comprehensive training program and opportunities for professional growth, with a focus on delivering empathetic and proactive support to members.

Responsibilities

• Document First Notice of Loss by acquiring relevant information for effective claim investigation.
• Set up appropriate services to proactively move claims forward within the scope of the role.
• Build loss reports and verify coverage as appropriate.
• Assist with questions regarding the claims process and set expectations for next steps.
• Resolve status inquiries and route to handling adjuster when appropriate.
• Operate effectively in a fast-paced, high-volume contact center environment.
• Apply strong time management skills by adhering to assigned work schedule.
• Embrace continuous improvement through coaching and collaboration with team members.
• Assist members in a timely manner and limit non-productive time.
• May assign or initiate emergency services when required on specific claims.
• Support workload surges and catastrophe response operations as needed.
• Work various types of claim loss notices and inquiries, including higher complexity cases.
• Ensure risks associated with business activities are effectively identified and controlled.

Requirements

• High School Diploma or GED
• Exceptional customer service skills using active listening and clear communication
• Highly developed interpersonal skills for collaboration in a team environment
• Ability to prioritize and multi-task while navigating multiple business applications
• Successful completion of a job-related assessment is required
• May require acquisition and maintenance of insurance adjuster license within 90 days.

Nice-to-haves

• US military experience through military service or as a military spouse/domestic partner

Benefits

• Comprehensive medical, dental, and vision plans
• 401(k) and pension plans
• Life insurance
• Parental benefits
• Adoption assistance
• Paid time off program with paid holidays and 16 paid volunteer hours
• Various wellness programs
• Career path planning and continuing education support