Claims Auto Adjuster (Mid-Level) - Non-Injury

About the Role

In this role, you will help members navigate moderately complex, non-injury auto claims from investigation through resolution. You will review coverage, determine liability, evaluate damages, negotiate settlements, and coordinate with internal and external partners to move claims forward. A key part of the role is delivering best-in-class service by setting clear expectations, explaining decisions, documenting your work, and providing empathetic support during the claims process.

This position is based in Chesapeake, VA. Employees are required to work onsite 5 days per week for the first 6 months. After the initial 6-month period, the role transitions to a hybrid schedule with 3 days in office per week. Relocation assistance is not available for this position.

What You'll Do

• Investigate liability and apply appropriate coverage, evaluate, negotiate, and settle moderately complex auto claims.
• Negotiate liability for comparative negligence (claimant or adverse carrier).
• Identify coverage concerns, review prior loss history, determine and create Special Investigation Unit (SIU) referrals when appropriate.
• Interact with multiple parties to gather information needed to determine liability (police reports, recorded statements, witness statements).
• Resolve claims through proactive problem solving and decision making, within authority guidelines and under moderate supervision, overcoming obstacles, and effectively prioritizing the workload.
• Clearly document thought process including damage evaluation, investigation, negotiation, and settlement decisions.
• Collaborate and set expectations with external and internal business partners to facilitate claims resolution.
• Support members, business partners, and claimants through use of varying communication channels, including utilization of digital tools to drive timely and effective resolutions through exceptional service.
• Apply developing knowledge of P&C insurance industry products and services, including P&C insurance policy contracts, coverages, and internal claims handling processes and procedures.
• Apply intermediate knowledge of Auto Physical Damage to adjust claims.
• Support 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.
• Work various types of claims, including ones of higher complexity, and may be assigned additional work outside normal duties as needed.
• Ensure 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.
• 1 year of customer service experience.
• Progressive experience handling low complexity auto non-injury liability claims.
• Acquisition and maintenance of insurance adjuster license within 90 days and 3 attempts.
• Developing knowledge and understanding of auto claims contracts as well as application of case law and state laws and regulations.
• Demonstrated negotiation, investigation, communication, and conflict resolution skills.
• Proficient in prioritizing and multi-tasking, including navigating through multiple business applications.
• Successful completion of a job-related assessment may be required.

What Sets You Apart

• One or more years of auto liability claims experience managing claims from initial contact through resolution.
• One year of experience managing a pending inventory with demonstrated organization and prioritization skills.
• Proven experience with comparative negligence and shared liability determinations.
• Strong analytical and communication skills with the ability to interpret policy language, assess coverages, and make sound decisions.
• Proficiency with Guidewire or similar claims management systems.
• Bachelor's degree or industry designation (e.g., AIC, CPCU).
• US military experience gained through military service or gained as a military spouse/domestic partner.

Compensation

The salary range for this position is $51,370.00 - $92,060.00. 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.).

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.

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.