Service Operations Support Case Worker facilitating escalated service - related questions and guiding clients at Corebridge Financial. Collaborates across business units to enhance service delivery.
About the role
- Manager in Claims Operations leading the property and claims services for USAA's members. Fostering employee engagement, inspecting claims and ensuring operational effectiveness.
Responsibilities
- Lead and be accountable for property, and other claims operations member service employees
- Develop engaged employees through regular coaching and feedback
- Complete process improvements, provide feedback on the process and lead organizational process changes
- Drive execution of operational risk management, regulatory compliance training, policies and procedures
- Inspect and review quality of claim files and provide feedback to employees as appropriate
- Proactively identify opportunities to improve operational effectiveness, member experiences and processes
- Achieve optimal productivity through leading workload volumes, staffing, training needs, and identifying and implementing appropriate solutions
- Handle escalations and make appropriate decisions based on the policy
- Facilitate and guide employees through skill identification and developing for career progression
- Support projects by serving as a subject matter expert
- Hire, develop, and coach claims employees for results delivery
- Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures
Requirements
- Bachelor’s degree; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree
- 6 years of progressive customer service, operational, military or leadership experience to include a minimum of 2 years of claims handling experience required with demonstrated proficiency
- 2 years of direct team lead, supervisory or management experience
- Experience using and interpreting data to make decisions
- Demonstrated leadership, initiative, customer service and/or claims handling skills
- Acquisition and maintenance of applicable insurance adjuster license within 6 months time in role
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
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