Auto Adjuster

USAA is dedicated to empowering its members to achieve financial security through exceptional service and trusted advice. The Auto Adjuster will handle the complete end-to-end claims process for auto insurance, ensuring compliance with state laws while delivering best-in-class service to members and stakeholders.

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, determines, and creates Special Investigation Unit (SIU) referrals, when appropriate
• Interacts with multiple parties to gather information needed to determine liability (police reports, recorded statements, witness statements)
• 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 developing knowledge of P&C insurance industry products, services, to include P&C insurance policy contracts, coverages and internal claims handling process and procedures
• Applies intermediate 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

Skills

• High School Diploma or General Equivalency Diploma
• 1 year of customer service experience
• Progressive experience handling low complexity auto non injury liability claims
• Acquisition and maintenance of insurance adjuster license within 90 days and 3 attempts
• Developing knowledge and understanding of auto claims contracts as well as application of case law and state laws and regulations
• Demonstrated negotiation, investigation, communication, and conflict resolution skills
• Proficient in prioritizing and multi-tasking, including navigating through multiple business applications
• Successful completion of a job-related assessment may be required
• 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 the 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

• 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
• Various wellness programs
• Career path planning and continuing education

Company Overview