Sean Serafin (Zavala) currently serves as the Deputy Chief Claims Officer at USAA, where he plays a pivotal role in enhancing the claims experience for military families. With a strong focus on experience design and innovation, Sean leads the Auto and Property Claims Operations, driving...
Sean Serafin (Zavala) currently serves as the Deputy Chief Claims Officer at USAA, where he plays a pivotal role in enhancing the claims experience for military families. With a strong focus on experience design and innovation, Sean leads the Auto and Property Claims Operations, driving transformation initiatives that leverage digital strategies and advanced technology implementation. His leadership is instrumental in shaping the end-to-end claims process, ensuring that member experience, employee engagement, financial performance, and quality standards are consistently met and exceeded.
In his current role, Sean is spearheading key projects aimed at optimizing operational outcomes through process improvement and organizational effectiveness. His expertise in strategic partnerships allows him to collaborate effectively across departments, fostering a culture of innovation that prioritizes the unique needs of USAA’s members. With a background in fraud prevention and liability management, he ensures that claims operations adhere to legal compliance while maintaining a strong focus on asset protection.
Sean’s commitment to serving military families is evident in his approach to talent management, where he emphasizes the importance of developing a skilled workforce capable of navigating the complexities of claims handling. By integrating technology into the claims process, he is not only enhancing efficiency but also creating a more seamless experience for members. As USAA continues to evolve in the digital age, Sean’s leadership will be crucial in driving the organization’s mission forward, ensuring that military families receive the support and service they deserve.
