Claims Contact Center Representative (Unlicensed)

USAA is dedicated to empowering its members to achieve financial security through exceptional service and trusted advice. The Customer Service Claims Representative role involves providing claims service to members, documenting losses, and assisting with inquiries in a fast-paced contact center environment.ResponsibilitiesDocument First Notice of Loss by obtaining relevant information for effective claim investigation. Set up appropriate services, as needed, to proactively move claims forward to the furthest point in the process within scope of role and expectationCreate loss reports, describe or verify coverage as appropriate, and initiate the most effective method of damage assessment to assign for file handlingAssist with questions regarding the claims process and set expectations for next steps to help ensure claims are effectively resolved and accurately documentedResolve status inquiries and, when appropriate, route to handling adjusterEffectively operate in a fast-paced, high-volume, contact center environment taking back-to-back calls and navigating multiple systems and programs while maintaining an engaging member interaction that occurs across multiple communication channelsApply strong time management skills by closely adhering to assigned work scheduleEmbrace continuous improvement and development through coaching and collaboration with manager and team membersUse strong call management skills by assisting members within a timely manner and limiting non-productive timeMay assign or initiate emergency services when required on specific claimsSupport workload surges and catastrophe (CAT) response operations as needed which may include potential weekends, and/or holiday work outside normal work hoursWork various types of claim loss notices and inquiries, including ones of higher complexity, and may be assigned additional work outside normal duties as neededEnsure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and proceduresSkillsHigh School Diploma or GEDAbility to provide exceptional customer service for our members by using active listening, verbal, and written communication skills to communicate clearly, professionally, and empatheticallyHighly developed interpersonal skills to collaborate effectively in a fast-paced team environmentAbility to prioritize and multi-task while navigating through multiple business applicationsSuccessful completion of a job-related assessment is requiredMay require acquisition and maintenance of insurance adjuster license within 90 days. (USAA provides all materials and licensing fees.)US military experience through military service or a military spouse/domestic partnerBenefitsComprehensive medical, dental and vision plans401(k)PensionLife insuranceParental benefitsAdoption assistancePaid time off program with paid holidays plus 16 paid volunteer hoursVarious wellness programsCareer path planning and continuing educationCompany OverviewUSAA is a financial services company. It was founded in 1922, and is headquartered in San Antonio, Texas, USA, with a workforce of 10001+ employees. Its website is https://www.usaa.com.



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