• Use technologies including but not limited to Java, Rest APIs, Kafka, and Open Shift• Provide support to the Enterprise through delivering best-in-class technology solutions• Engage in all phases of the software systems and application development lifecycle• Gather and analyze business requirements• Design, test, document, and implement software solutions• Respond to system outages• Under direct supervision, design, develop, code, and test technical solutions• Write code to deliver features, and improvements, on a regular basis• Verify and resolve technical problems and production issues through troubleshooting techniques• Update schema objects to match business data source changes• Improve application stability and scalability• Create and maintain technical documentation• Create and improve automated tests and code quality• Partner with HR business stakeholders and other scrum teams under SAFe Agile Release Train• Identifies and manages existing and emerging risks that stem from business activities and the job role• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled• Follows written risk and compliance policies, standards, and procedures for business activities

• Manage and is accountable for auto claims operations member service employees• Develop engaged employees through coaching and feedback to deliver business results• Execute process improvements, provide feedback on the process and lead process changes• Drive execution of operational risk management and regulatory compliance training• Identify and manage existing and emerging risks that stem from business activities• Ensure risks are effectively identified, measured, monitored, and controlled• Follow written risk and compliance policies, standards, and procedures for business activities • Inspect and review quality of claim files and provide feedback to employees as appropriate• Drive awareness so employees understand how contributions support Enterprise strategies• Proactively identifies opportunities to improve operational effectiveness• Proactively identifies opportunities to improve member experiences• Proactively identifies opportunities to improve processes • Provide feedback to internal partners• Create conditions for success removes obstacles, leads and champions change• Achieve optimal productivity through managing workload volumes, staffing, training needs• Identify and implement appropriate solutions for managing workload volume, staffing• Monitor work to ensure consistent execution of processes, adherence to guidelines• Handle escalations and makes appropriate decisions based on the insurance policy• Facilitate and guide employees through skill identification and career development• Support projects by serving as a subject matter expert• Hire, develop, and coach claims employees for results delivery• Consistently coach employees on claims handling• Identify opportunities to improve overall claim process and engagement

• Identified and managed existing and emerging risks stemming from business activities• Ensured risks were effectively identified, measured, monitored, and controlled• Followed written risk and compliance policies, standards, and procedures• Handled verbal escalations and complaints escalated from P&C Operations Management• Examined the work performed by all levels of Claims and Service frontline and vendors• Executed the end-to-end lifecycle to resolve logged consumer complaints• Delivered outcomes verbally or written to complainants, leadership, and to regulators• Collaborated with stakeholders (e.g., Business SMEs, Legal, Compliance, etc.) • Applied CoSA products, services, processes knowledge to advocate in complaint resolution• Conducted research for written complaints addressed to USAA Executive Management• Conducted research for written complaints addressed to USAA Chairman, Board of Directors• Identified business process opportunities • Developed summaries to mitigate risks• Escalated process gaps through proper internal channels for resolution• Communicated effectively in multiple platforms with complainants, executives, legal• Handled all interactions with professionalism and care• Maintained knowledge of applicable Enterprise and CoSA policies, procedures• Maintained knowledge of regulatory guidelines• Effectively managed and prioritized workload to consistently meet service level objectives

• Adjusted attorney and non-attorney involved soft tissue bodily injury, auto PIP/MP claims• Confirmed coverage, determined liability for all injury-related auto physical damage claims• Investigated, negotiated, settled claims in compliance with state laws and regulations• Delivered a concierge level of best-in-class member service • Set appropriate expectations, proactive communications, advice, and empathy• Identified and managed existing and emerging risks stemming from business activities• Ensured risks were effectively identified, measured, monitored, and controlled• Followed written risk and compliance policies, standards, and procedures• Adjusted non-attorney involved soft tissue bodily injury claims• Adjusted soft tissue, moderately complex and complex 1st party PIP/MP medical claims• Identified, confirmed, and made coverage decisions on soft tissue claims• Investigates loss detail, determined legal liability, evaluates, negotiates, and settle claims• Clearly documented thought processes and claim decisions• Provided advice and sets expectations for next steps to members• Collaborated and supported team members to resolve issues and identify escalations• Partnered with, directed vendors, internal business partners to facilitate claims resolution• Supported workload surges and/or Catastrophe Operations as needed