AVP, Claims Contact Center

Why USAA?

Please read the following job description thoroughly to ensure you are the right fit for this role before applying. 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.

The Opportunity

Accountable for auto, property and / or other claims teams to deliver operational business results at scale. Responsible for member service, paying what we owe, controlling expenses, employee engagement, quality, operational risk and compliance across multiple operational areas. Sets operational goals and measures to achieve overall claims targets. Designs and implements claims strategies supporting enterprise objectives. Collaborates and influences P&C strategies coordinating with peers to affect P&C mission objectives. Responsible for identifying and advancing broad strategic improvements to the operation including efficiency, effectiveness, compliance and regulatory adherence. Sponsors and shapes large transformational efforts across Operational areas.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations : San Antonio, TX, Phoenix, AZ or Tampa, FL. Relocation is available for this position.

Provides executive leadership and guidance on technical matters and extends settlement authority within their process (or as delegated).

Identifies and evaluates internal and external issues of strategic importance to a product line.

Demonstrates executive-level thought leadership, strategy development, and financial and operational planning.

Leads broad functional Claims and P&C projects and may serve as an executive sponsor for projects.

Oversees the development and implementation of functional policies, procedures and guidelines.

Identifies opportunities and facilitates major improvements to processes and systems and works with internal partners to accomplish shared accountabilities.

Engages with and represents USAA with external partners as appropriate.

Works with internal partners to establish appropriate controls within operational area.

Responsible for leadership, communication, employee engagement and coordination of business and Enterprise initiatives.

Influences and executes claims servicing solutions across process, technology, workforce, third party, and / or analytics in support of P&C product competitiveness

Influences and executes operations strategy, plan, goals and objectives in support of Claims Strategy

Inspires a high performing team to deliver exceptional experiences to the members, engaged employees and achieve exceptional results.

Hires, develops, and coaches claims leaders for results delivery.

Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have :

Bachelors degree; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.

10 years of progressive customer service, operational, military or leadership experience to include a minimum of 8 years of demonstrated P&C proficiency and experience.

6 years of people leadership experience in building, managing and / or developing high-performing teams.

Experience in developing P&C business solutions to include building a business case, creating influence and delivering results.

Executive-level business and technical acumen in the areas of effective claims handling processes, claims risk and compliance, integrated change management and front-line communications leading to operational excellence.

Proven ability to influence leaders across multiple disciplines and executive levels.

Demonstrated ability to develop and convert strategic vision into a tactical plan and execute on that plan.

Strong knowledge and applied compliance with Department of Insurance, Fair Claims Practices and Federal regulations governing claims handling.

Experience using data insights and making recommendations decision-makers.

What sets you apart :

Accomplished leader with expertise building a large contact center

Advanced technology skills using AI or IVR technology in a contact center environment

Experience building, developing, and growing teams through transformation and modernization

Strategic leadership skills focused on modernization

Experience utilizing data and insights to understand staffing requirements, productivity and workload standards

What we offer : Compensation : The salary range for this position is : $195,230 - $351,410.

Compensation : 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.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

Long Term Incentive Plan : Cash payment for Executive level roles only, representing a cash payment which is both time and performance based.

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.

For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.