Why USAA?

USAA is dedicated to helping its members achieve financial security by offering competitive products, exceptional service, and trusted guidance. We aim to be the top choice for the military community and their families.

Join USAA for a meaningful career shaped by our core values of honesty, integrity, loyalty, and service. These principles guide how we support one another and our members and are a key part of what makes our organization impactful.

The Opportunity

This role is focused on learning and developing. Our Customer Service Claims Representative position may be entirely new to you, but we’ve created a clear path for your success. USAA invests in your growth through a fully paid, four-month training program that includes all materials, licensing fees, discussions, hands-on practice, e-learning, and instructor-led guidance to help you become confident in supporting our members. New training sessions begin each month.

Our in-office development program offers the structure and support you need to build an effective, independent approach to serving members. After six months in the office, you can work remotely two days per week. We strongly encourage military veterans and spouses to apply. Relocation assistance is not available.

Work schedules vary and may include nights and weekends, depending on business needs. Shifts that fall between 6 p.m. and 7 a.m. during weekdays, or between 6 p.m. Friday and 7 a.m. Monday, qualify for shift premium pay.

We are hiring dedicated individuals to work onsite in our Phoenix office (1 Norterra Drive, Phoenix, AZ 85085) as Customer Service Claims Representatives. In this role, you’ll join a top-tier contact center focusing on assisting members with the initial reporting of auto or property First Notice of Loss claims. You’ll also handle status requests, document losses, set expectations, and offer guidance, communication, and empathy.

What you’ll do:

• Record First Notice of Loss by gathering the details needed for a thorough claim investigation and initiate services to move claims forward.
• Create loss reports, explain or confirm coverage when appropriate, and choose the best method of damage assessment for further handling.
• Answer questions about the claims process and explain next steps to ensure accurate and efficient resolution.
• Address status inquiries and transfer them to an adjuster when needed.
• Work effectively in a high-volume contact center, handling continuous calls, navigating multiple systems, and delivering a positive experience across various communication channels.
• Manage time well by adhering to your assigned schedule.
• Embrace continuous learning and improvement through feedback and collaboration.
• Use strong call management skills to assist members promptly and minimize downtime.
• Arrange emergency services when necessary for certain claims.
• Support workload spikes and catastrophe response needs, which may require weekend or holiday hours.
• Handle various types of claim reports, including more complex ones, and complete additional tasks as assigned.
• Ensure compliance with risk and regulatory requirements by identifying and managing risks in daily work.

What you have:

• High school diploma or GED
• Strong customer service skills with clear, professional, and empathetic communication
• Excellent interpersonal skills suited for a fast-paced team environment
• Ability to multitask and prioritize while using multiple systems
• Successful completion of a job-related assessment
• Ability to obtain and maintain an insurance adjuster license within 90 days (materials and fees provided by USAA)

What sets you apart:

• Experience with the US military, either through service or as a spouse/domestic partner

Compensation range:

The hiring range for this position is $43,750 to $45,750.

Compensation:

USAA uses a structured process to evaluate market conditions and set competitive salary ranges. Pay is determined based on experience and market data and may vary by location.

Employees may also be eligible for performance-based incentives, subject to approval by the USAA Board of Directors.

This job description outlines the primary duties of the position but does not include every possible responsibility.

Benefits:

USAA employees enjoy excellent benefits supporting physical, financial, and emotional well-being. These include comprehensive health coverage, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off with holidays and 16 hours of paid volunteer time, and various wellness programs. Career development and continuing education resources are also available to help you reach your professional goals.

For more information about our benefits, visit https://www.usaajobs.com.

Applications are accepted on an ongoing basis and the posting remains open until filled. Interested candidates are encouraged to apply as soon as they review this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.