The posting
Why USAA?
At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.
Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.
We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.
The Opportunity
As a dedicated Senior Auto Adjuster, you will work within defined guidelines and framework, responsible to adjust highly complex auto insurance claims presented by or against our members to include the end-to-end claims process and settling claims in compliance with state laws and regulations. Accountable for delivering best in class service, through setting appropriate expectations, proactive communications, advice, and empathy.
USAA's Catastrophe Team is seeking experienced Auto Adjusters to join the Inside Dedicated Auto Catastrophe Team (ACT). In this desk role you will handle repairable and total loss claims for catastrophe designated and/or weather surge events. ACT adjusters will operate in a file ownership environment, being accountable for the entire member end-to-end claim experience. This team will also work closely with the APD CAT team and Paintless Dent Repair (PDR) providers for a consistent, seamless end-to-end claim experience.
This desk based role requires an individual to be in the office 3 days per week. The first 6 months will be 5 days a week in office. This position is based in the Tampa, FL or Chesapeake, VA office. Relocation assistance is not available for this position.
What you'll do:
- Investigates to determine coverage, liability, and physical damage including total loss settlements for highly complex auto claims.
- Negotiates liability for comparative negligence (claimant or adverse carrier).
- Identifies coverage concerns, reviews prior loss history, determines, and creates Special Investigation Unit (SIU) referrals, when appropriate.
- Interacts with multiple parties to gather information (police reports, recorded statements, witness statements) determine liability.
- Analyzes information obtained to establish compliance for regulatory requirements and settlement value.
- Evaluates and negotiates settlement of automobile first and third-party physical damage claims within established settlement authority limits and negotiates any excessive storage charges.
- Resolves claims through proactive problem solving and decision making, within authority guidelines and under moderate supervision, overcoming obstacles, and effectively prioritizing the workload.
- Clearly documents thought process including damage evaluation, investigation, negotiation, and settlement decisions.
- Collaborates and sets expectations with external and internal business partners to facilitate claims resolution.
- Supports members, business partners, and claimants, through use of varying communication channels to include utilization of digital tools to drive timely and effective resolutions through exceptional service.
- Applies proficient knowledge of P&C insurance industry products, services, to include P&C insurance policy contracts, coverages and internal claims handling process and procedures.
- May serve as an informal resource for team members.
- Applies proficient knowledge of Auto Physical Damage to adjust claims.
- Supports workload surges and catastrophe (CAT) response operations as needed, including mandatory on-call dates and potential evening, weekend, and/or holiday work outside normal work hours.
- May be assigned CAT deployment travel with minimal notice during designated CATs.
- Works various types of claims, including ones of higher complexity, and may be assigned additional work outside normal duties as needed.
- Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
What you have:
- High School Diploma or General Equivalency Diploma.
- 2 years of customer service experience.
- 1 year of experience handling low to moderately complex auto non injury liability claims.
- Experience determining auto liability coverage.
- Proficient knowledge and understanding of the auto claims contract as well as application of case law and state laws and regulations.
- Acquisition and maintenance of insurance adjuster license within 90 days and 3 attempts.
- Demonstrated negotiation, investigation, communication, and conflict resolution skills.
- Proven investigatory, analytical, prioritizing, multi-tasking, and problem-solving skills.
- Ability to organize, analyze, and effectively determine risk and appropriate response.
- Successful completion of a job-related assessment may be required.
What sets you apart:
- Experience adjusting auto total loss and liability claims.
- Experience working in Guidewire claims center
- Claim file ownership, end to end claim experience
- Experience on a Voluntary Catastrophe Team (VCT) or CAT deployment.
- Currently hold an active insurance adjuster license.
- Available to work overtime and/or internal CAT duty hours as needed.
- Currently reside in Tampa or Chesapeake
- US military experience through military service or as a military spouse/domestic partner
Compensation range: The salary range for this position is: $56,240 - $94,910
USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).
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.
Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.
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.
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, 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 Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
