Claims Auto Adjuster - Non Injury

About the role

USAA's mission is to empower members to achieve financial security through competitive products, exceptional service and trusted advice, serving the military community and their families. The Claims Auto Adjuster - Non-Injury role handles the full end‑to‑end claims process for moderately complex auto liability claims, including taking statements, determining liability, negotiating settlements, and ensuring compliance with state laws.

Responsibilities

• Investigates liability and applies appropriate coverage; evaluates, negotiates, and settles moderately complex auto claims.
• Negotiates liability for comparative negligence (claimant or adverse carrier).
• Identifies coverage concerns, reviews prior loss history, and creates Special Investigation Unit (SIU) referrals when appropriate.
• Interacts with multiple parties to gather information (police reports, recorded statements, witness statements).
• Resolves claims through proactive problem solving and decision making within authority guidelines and under moderate supervision.
• 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 via various communication channels and digital tools for timely, effective resolutions.
• Applies developing knowledge of P&C insurance products, services, policy contracts, coverages, and internal claims handling processes.
• Applies intermediate knowledge of Auto Physical Damage to adjust claims.
• Supports workload surges and catastrophe (CAT) response operations, including mandatory on‑call dates and potential evening, weekend, and/or holiday work.
• May be assigned CAT deployment travel with minimal notice during designated CATs.
• Works various types of claims, including higher complexity, and may be assigned additional work outside normal duties as needed.
• Ensures risks associated with business activities are identified, measured, monitored, and controlled per risk and compliance policies.

Requirements

• High School Diploma or GED.
• 1 year of customer service experience.
• Progressive experience handling low complexity auto non‑injury liability claims.
• Ability to acquire and maintain an insurance adjuster license within 90 days (3 attempts allowed).
• Developing knowledge of auto claims contracts, case law, and state laws and regulations.
• Demonstrated negotiation, investigation, communication, and conflict resolution skills.
• Proficient in prioritizing and multi‑tasking across multiple business applications.
• Successful completion of a job‑related assessment may be required.

Qualifications

• One or more years of auto liability claims experience managing claims from initial contact through resolution.
• Minimum one year of experience managing a pending inventory with demonstrated organization and prioritization skills.
• At least two years of customer service experience, demonstrating strong communication and problem‑solving skills.
• Proven experience with comparative negligence and shared liability determinations.
• Strong analytical and communication skills with 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).
• Military experience through service or as a military spouse.

Benefits

USAA offers best‑in‑class benefits including 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. Career path planning and continuing education support professional goals.

Pay

Compensation range: $51,370 – $86,680. Salary is based on experience and market data; actual salary may vary by location. Employees may be eligible for pay incentives based on corporate and individual performance at the discretion of the USAA Board of Directors.

Schedule

Flexible work environment requiring office presence 3 days per week after completing 6 months in office (based in Phoenix, AZ). Remote or hybrid flexibility may be available for active‑duty military spouses per applicable policy and business needs. Relocation assistance is not available for this position.