Injury Claims Examiner (East Region)

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.

About the role

As a dedicated Injury Claims Examiner (East Region), you will adjust complex auto and homeowner bodily injury claims, UM/UIM, and small business claims. Responsibilities include confirming coverage, determining liability, investigating, evaluating, negotiating, and adjudicating claims in compliance with state laws and regulations. You will deliver a concierge level of best-in-class member service through setting appropriate expectations, proactive communications, advice, and empathy. This role is remote eligible in the continental U.S. with occasional business travel. Individuals residing within a 60-mile radius of a USAA office will be expected to work on-site three days per week.

Responsibilities

• Adjust complex auto bodily injury claims with significant injuries (e.g., traumatic brain injury, disfigurement, fatality), high exposures including umbrella claims and UM/UIM, and small business claims, as well as some auto physical damage associated with those claims.
• Identify, confirm, and make coverage decisions on complex claims.
• Investigate loss details, determine legal liability, evaluate, negotiate, and adjudicate claims appropriately and timely within authority guidelines, with clear documentation to support accurate outcomes.
• Prioritize and manage assigned claims workload to keep members and other involved parties informed and provide timely claims status updates.
• Collaborate and support team members to resolve issues and identify appropriate matters for escalation.
• Partner with and/or direct vendors and internal business partners to facilitate timely claims resolution.
• Serve as a resource for team members on complex claims.
• Deliver a best-in-class member service experience by setting appropriate expectations and providing proactive communication.
• 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.

Requirements

• High School Diploma or General Equivalency Diploma.
• 4 years of auto injury claims adjusting experience.
• Advanced knowledge and understanding of the auto claims contract, investigation, evaluation, negotiation, and accurate adjudication of claims, as well as application of case law and state laws and regulations.
• Advanced negotiation, investigation, communication, and conflict resolution skills.
• Demonstrated strong time-management and decision-making skills.
• Proven investigatory, prioritizing, multi-tasking, and problem-solving skills.
• Advanced knowledge of human anatomy and medical terminology associated with bodily injury claims.
• Ability to exercise sound financial judgment and discretion in handling insurance claims.
• Advanced knowledge of coverage evaluation, loss assessment, and loss reserving.
• Acquisition and maintenance of insurance adjuster license within 90 days and 3 attempts.
• Should be in Eastern or Central time zone.

Qualifications

• 2 or more years of high-value catastrophic injury experience (e.g., traumatic brain injury, disfigurement, fatality) to include UM/UIM coverage.
• College Degree (Bachelor’s or higher).
• Insurance Designation.
• US military experience through military service or as a military spouse/domestic partner.

Pay

The salary range for this position is $85,040 - $162,550. Licensed positions require a background check that includes criminal history, education, employment verification, and a credit check consistent with applicable laws. USAA does not provide visa sponsorship for this role.

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) and pension plans.
• Life insurance.
• Parental benefits and adoption assistance.
• Paid time off program with paid holidays plus 16 paid volunteer hours.
• Various wellness programs.
• Career path planning and continuing education to assist employees with their professional goals.