Job Details

Why Choose USAA?

At USAA, we empower our members to achieve financial security through top-notch products, exceptional service, and trusted guidance. Our goal is to be the preferred choice for the military community and their families.

Join a fulfilling career at USAA, where our core values of honesty, integrity, loyalty, and service shape our interactions with each other and our members. Be part of what makes us unique and impactful.

The Opportunity

Grow and Succeed with Us! Whether you're starting your career or seeking a new path, our Customer Service Claims Representative role offers extensive learning and professional growth. USAA invests in you with a comprehensive, fully paid four-month training program that includes all training materials, licensing costs, class discussions, hands-on training, and e-learning modules. New training classes are available every month.

Our in-office development program is designed to provide you with the necessary training and encouragement to support our members effectively. After six months in the office, enjoy the flexibility of working offsite two days a week. We highly encourage military veterans and spouses to apply. Please note that relocation assistance is not available for this position.

Flexibility is key, as work schedules may vary and include some nights and weekends, based on business needs. Regular shift hours may qualify for shift premium pay.

We are seeking motivated professionals to join our team as Customer Service Claims Representatives. You will be located at 1 Norterra Drive, Phoenix, AZ 85085, where you will provide exceptional claims service to members regarding initial contact for Auto or Property First Notice of Loss (FNOL) claims. In this role, you will document losses, respond to status inquiries, set appropriate expectations, and deliver proactive communication while showing empathy to our members.

What You'll Do:

• Document the First Notice of Loss by gathering essential information for effective claim investigation and setting up necessary services to move claims forward.
• Create loss reports, verify coverage as needed, and initiate effective methods of damage assessment.
• Assist members with questions related to the claims process and set expectations for next steps to ensure timely and accurate claims resolution.
• Resolve status inquiries effectively and direct them to handling adjusters when appropriate.
• Operate effectively in a fast-paced, high-volume environment while managing back-to-back calls across multiple communication channels.
• Exhibit strong time management skills by adhering to assigned work schedules.
• Embrace ongoing improvement and development through coaching and collaboration.
• Utilize call management skills to assist members promptly while minimizing non-productive time.
• Initiate emergency services when required on specific claims.
• Support workload surges and respond to catastrophe operations as needed, which may include weekends and holidays.
• Handle various claim loss notices and inquiries, including complex claims, and may take on additional responsibilities as needed.
• Identify, measure, monitor, and control risks associated with business activities in alignment with compliance policies and procedures.

What You Have:

• High School Diploma or GED
• Ability to deliver exceptional customer service through active listening and effective communication skills.
• Strong interpersonal skills for collaboration in a fast-paced team environment.
• Capability to prioritize and multitask while navigating through various business applications.
• Completion of a job-related assessment is required.
• May require obtaining an insurance adjuster license within 90 days; all materials and fees will be provided by USAA.

What Sets You Apart:

• Experience in the US military or as a spouse/domestic partner of a military member.

Compensation Range: The hiring range for this position is $43,750 to $44,750. Your actual salary will be determined by your experience and market data relevant to the role.

Employees may have the opportunity for performance-based pay incentives at the discretion of the USAA Board of Directors.

Employee Benefits: USAA offers comprehensive benefits that support the physical, financial, and emotional well-being of employees. These include medical, dental, and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, generous paid time off, and wellness programs. We also provide career path planning and continuing education to help employees achieve their professional goals.

Applications are accepted on an ongoing basis, and interested candidates are encouraged to apply as soon as possible.

USAA is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.