Manager, Claims Operations – Field Staff Appraiser

This is a fully remote position, open to applicants in Florida.

📋 Description

• Oversee and take responsibility for the operations of member service employees handling auto and other claims.

• Ensure that employees effectively assist members and provide suitable claim resolutions through thorough investigation, evaluation, and negotiation.

• Foster employee engagement through consistent coaching and constructive feedback.

• Implement process enhancements and spearhead organizational changes.

• Lead operational risk management initiatives, regulatory compliance training, and develop policies and procedures.

• Review and assess claim file quality, providing insightful feedback to employees.

• Mentor employees and align their responsibilities with claims and Enterprise strategies.

• Recognize and pursue opportunities to enhance operational efficiency, member experiences, and processes.

• Eliminate barriers and advocate for change.

• Manage workload volumes, staffing, and training requirements to ensure productivity goals are met.

• Supervise work to ensure consistent process execution and compliance with guidelines.

• Address escalations and make decisions based on policy guidelines.

• Assist employees with skill identification and career advancement.

• Contribute to projects as a subject matter expert.

• Recruit, develop, and mentor claims personnel.

• Spot opportunities to enhance claims handling, processes, and employee engagement.

• Identify, evaluate, monitor, and mitigate business risks in accordance with risk and compliance policies.

• Work remotely or in the field within the South-East Florida region and travel outside the local area when necessary.

• Conduct physical inspections of losses within the designated territory using a company vehicle.

⛳️ Requirements

• Bachelor’s degree or 4 years of relevant education and/or experience.

• 6 years of progressive experience in customer service, operations, military, or leadership roles, including at least 2 years in claims handling.

• 2 years of direct experience in team leadership, supervision, or management.

• Proficiency in utilizing and interpreting data for decision-making.

• Proven leadership qualities, initiative, customer service expertise, and/or claims handling capabilities.

• Must acquire and maintain the relevant insurance adjuster license within 6 months of starting in the role.

• Experience in Auto Physical Damage claims and field leadership.

• Advanced understanding of auto claims contracts and case law interpretation.

• Knowledge of salvage procedures, identifying potential subrogation files, claims systems, and photo imaging.

• Currently possess, or have the capacity to obtain and retain, I-CAR Platinum class status.

• Familiarity with Direct Repair Programs.

• Willingness to travel overnight and be available for CAT duty.

• Strong computer skills, including familiarity with CCC One estimating platforms, Total Loss evaluation systems, and Excel spreadsheets.

• Excellent negotiation, investigative, and adjudicative skills.

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

• Must meet all USAA safe driving requirements, including verification of driving record through MVR and holding a valid driver's license.

• Must not require immigration support or visa sponsorship.

🏝️ Benefits

• Company vehicle to conduct physical loss inspections within the assigned area.

• Performance-based pay incentives determined by overall corporate and individual achievements, at the discretion of the USAA Board of Directors.

• Comprehensive medical, dental, and vision insurance plans.

• 401(k) retirement plan.

• Pension plan.

• Life insurance coverage.

• Parental benefits.

• Adoption assistance.

• Paid time off program.

• Paid holidays.

• 16 hours of paid volunteer time.

• Wellness programs.

• Career path planning.

• Continuing education support.