Senior Claims Auto Adjuster - Non-Injury

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 Sr Auto Adjuster, you will adjust highly complex auto insurance claims presented by or against our members to include the end-to-end claims process and settling claims in compliance with state laws and regulations. Accountable for delivering best-in-class service, through setting appropriate expectations, proactive communications, advice, and empathy. We offer a flexible work environment that requires an individual to be in the office 3 days per week, after completing 6 months in office. This position is based in the San Antonio, TX location. Relocation assistance is not available for this position.

Responsibilities

• Investigates to determine coverage, liability, and physical damage including total loss settlements for highly complex auto claims.
• Negotiates liability for comparative negligence (claimant or adverse carrier).
• Identifies coverage concerns, reviews prior loss history, determines, and creates Special Investigation Unit (SIU) referrals, when appropriate.
• Interacts with multiple parties to gather information (police reports, recorded statements, witness statements) determine liability.
• Analyzes information obtained to establish compliance for regulatory requirements and settlement value.
• Evaluates and negotiates settlement of automobile first and third-party physical damage claims within established settlement authority limits and negotiates any excessive storage charges.
• Resolves claims through proactive problem solving and decision making, within authority guidelines and under moderate supervision, overcoming obstacles, and effectively prioritizing the workload.
• 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, through use of varying communication channels to include utilization of digital tools to drive timely and effective resolutions through exceptional service.
• Applies proficient knowledge of P&C insurance industry products, services, to include P&C insurance policy contracts, coverages and internal claims handling process and procedures.
• May serve as an informal resource for team members.
• Applies proficient knowledge of Auto Physical Damage to adjust claims.
• Supports 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.
• Works various types of claims, including ones of higher complexity, and may be assigned additional work outside normal duties as needed.
• Ensures 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.
• 2 years of customer service experience.
• 1 year of experience handling low to moderately complex auto non injury liability claims.
• Acquisition and maintenance of insurance adjuster license within 90 days and 3 attempts.
• Experience determining auto liability coverage.
• Proficient knowledge and understanding of the auto claims contract as well as application of case law and state laws and regulations.
• Demonstrated negotiation, investigation, communication, and conflict resolution skills.
• Proven investigatory, analytical, prioritizing, multi-tasking, and problem-solving skills.
• Ability to organize, analyze, and effectively determine risk and appropriate response.
• Successful completion of a job-related assessment may be required.

Qualifications

• Experience handling claims from initial contact through resolution, including follow-up, diary management, pending inventory, documentation, and claim resolution tasks.
• 1-2 years recent multi-vehicle claims liability to include comparative negligence.
• Guidewire Claims Center experience.
• Contract Interpretation experience: Liability & Physical Damage Coverage and Uninsured/Underinsured Motorists Property Damage (Part C).
• Dispute resolution experience: Liability Investigation/Comparative Negligence, Unrelated Prior Vehicle Damages, Total Loss Valuation/Negotiation, Non-Owned Vehicles/Rideshare/Permissive Driver, Exceeding Coverage Limits.
• Arbitration/Subrogation knowledge.
• Bachelor's degree.
• Active Adjuster's License.
• US military experience through military service or a military spouse/domestic partner.

Pay

The salary range for this position is $54,550.00 - $92,060.00. 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.
• 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.