• Resolve product or service problems by clarifying the client's complaint • Serve as a trusted and knowledgeable advisor for clients’ administrative, IT, and business leadership • Manage email queue and reply to clients in a timely manner • Manage and solve conflicts affecting the account by coordinating, facilitating, and operating across internal/external cross-functional partners • Ensure renewal for key accounts by driving in-depth business activities throughout the client lifecycle • Take ownership of clients issues and follow problems through to resolution • Intercept large amounts of incoming calls • Manage workflow of the Quality Control Specialists and workflow of MTs to ensure TAT • Build sustainable relationships of trust through open and interactive communication • Work with onboarding to ensure that client specifics are obtained during onboarding process • Keep records of client interactions, file documents, client service actions, client templates and discussions • Manage on call shift after hours and weekends • Train and assist in development of new hires • Offer suggestions to leadership team in order to improve company processes

NTT DATA is seeking to hire a Remote Claims Processing Associate to work for our end client and their team. In this Role the candidate will be responsible for: • Processing of Professional claim forms files by provider • Reviewing the policies and benefits • Comply with company regulations regarding HIPAA, confidentiality, and PHI • Abide with the timelines to complete compliance training of NTT Data/Client • Work independently to research, review and act on the claims • Prioritize work and adjudicate claims as per turnaround time/SLAs • Ensure claims are adjudicated as per clients defined workflows, guidelines • Sustaining and meeting the client productivity/quality targets to avoid penalties • Maintaining and sustaining quality scores above 98.5% PA and 99.75% FA. • Timely response and resolution of claims received via emails as priority work • Correctly calculate claims payable amount using applicable methodology/ fee schedule Requirements: • 3 year(s) hands-on experience in Healthcare Claims Processing • 2+ year(s) using a computer with Windows applications using a keyboard, navigating multiple screens and computer systems, and learning new software tools • High school diploma or GED. • Previously performing – in P&Q work environment; work from queue; remotely • Key board skills and computer familiarity – o Toggling back and forth between screens/can you navigate multiple systems. o Working knowledge of MS office products – Outlook, MS Word and MS-Excel. Preferred Skills & Experiences: • Amisys • Ability to communicate (oral/written) effectively in a professional office setting • Effective troubleshooting where you can leverage your research, analysis and problem-solving abilities • Time management with the ability to cope in a complex, changing environment

Why USAA? 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 As a dedicated Manager, Claims Operations for STARS Auto Physical Damage, you will manage and be accountable for auto, property, and other claims operations member service employees who are responsible for serving our members, and providing appropriate solutions as they investigate, evaluate and negotiate the claim. Develops engaged employees through regular coaching and feedback to deliver business results. Implements process improvements, provides feedback on the process and leads organizational process changes. Drives execution of operational risk management, regulatory compliance training, policies and procedures. In this role, you will work remotely as you provide support to members in the Chicago, IL region. Qualified candidates must currently reside in or be willing to self-relocate to Chicago, IL region. Relocation assistance is not available for this position. USAA provides a company vehicle to physically inspect losses within your assigned territory. Claims Operations Managers may travel outside of their local territory to respond to claims in other regions when needed. What you'll do: - Inspects and reviews quality of claim files and provide feedback to employees as appropriate. - Responsible for ongoing coaching and driving awareness so employees understand how their work and contributions support the overall claims and Enterprise strategies. - Proactively identifies opportunities to improve operational effectiveness, member experiences and processes providing feedback to internal partners - Creates conditions for success removes obstacles, leads and champions change. - Achieves optimal productivity through managing workload volumes, staffing, training needs, and identifying and implementing appropriate solutions. - Responsible for ongoing monitoring of work to ensure consistent execution of processes and adherence to guidelines and frameworks. - Handles escalations and makes appropriate decisions based on the policy. - Facilitates and guides employees through skill identification and developing for career progression Supports projects by serving as a subject matter expert. - Hires, develops, and coaches claims employees for results delivery. - Consistently coaches employees on claims handling and identifies opportunities to improve overall process and engagement - 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: - 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. What sets you apart: - Auto Physical Damage direct management, supervisory, or team lead experience. - Currently possess, or have the ability to acquire and maintain, I-CAR Platinum class status. - Advanced knowledge of auto claims contracts and interpretation of case law. - Familiarity with salvage procedures, identifying possible subrogation files, as well as claims systems and photo imaging. - Must be able to travel regularly and be available for CAT duty. - Good computer skills to include working knowledge of CCC One estimating platforms, Total Loss evaluation systems and Excel spreadsheets. - Strong negotiation, investigation, and adjudication skills. - US military experience through military service or a military spouse/domestic partner. Other Work Requirements: - Meet all USAA safe driving requirements including verification of driving record through MVR & possession of valid driver’s license. Compensation range: The salary range for this position is: $103,450.00 - $186,210.00. USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.). 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. The actual salary for this role may vary by location. 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. 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.

• Partner cross-functionally to unlock impact: Work closely with Clinical, Operations, and Tech teams to maximize the value of Clover’s rewards programs, using data and execution to turn incentives into measurable outcomes. • Shape smarter incentives: Analyze and refine the rewards structure to better drive high-value behaviors such as preventive care, chronic condition management, and sustained member engagement. • Improve the member experience end-to-end: Identify friction in how members earn, track, and spend rewards. Serve as a Product Owner to design solutions across digital experiences (portal/app) and operational touchpoints (e.g., call center workflows). • Turn data into action: Build and maintain reporting on program performance, and translate findings into clear, actionable insights that influence decisions. • Drive execution with rigor: Keep cross-functional initiatives on track by managing timelines, surfacing risks early, and ensuring strong follow-through from idea to launch. • Bring clarity to complexity: Structure ambiguous problems, synthesize inputs from multiple stakeholders, and communicate recommendations with precision and confidence.