Physical Damage Specialist

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. We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

About the role

As a dedicated Physical Damage Specialist, you will build relationships and provide oversight of our third-party vendors through virtual or in-person interactions with members, claimants, and third-party personnel. You will drive USAA's financial strength by ensuring accuracy and quality of third-party vendors' work product while resolving problems with a focus on the mission and exceptional member experiences.

This hybrid role requires an individual to be in the office 3 days per week. This position can be based in San Antonio, TX. Relocation assistance is not available for this position. Multiple openings are available.

Responsibilities

• On-board, oversee, maintain partnerships, and coach third-party vendors to meet contractual and/or operational goals.
• Evaluate vendor work product to ensure quality, accuracy, and adherence to contract terms and conditions.
• Collaborate with 3PRM on vendor footprint to balance member needs and operational resources.
• Resolve complaints and payment discrepancies within the vendor MOI.
• Provide direction on borderline Total Loss situations.
• Make decisions and provide insight on physical damage losses within granted authority; escalate requests for further authority as needed.
• Acquire and apply advanced knowledge of P&C insurance industry products, services, contracts, and internal processes to ensure compliance.
• Support workload surges and/or Catastrophe Operations as needed.
• Assist with managing output/throughput and adherence to USAA guidelines for Auto Physical Damage processes (e.g., Rental, Alternative Parts Utilization, Vehicle Owner Communication, Assignment Completions).
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies.

Requirements

• High School Diploma or General Equivalency Diploma.
• 4 years of auto physical damage estimating experience.
• Currently possess or acquire and maintain individual I-CAR Platinum Pro-Level 3 certification within 12 months of hire.
• Capability to prioritize, problem-solve, and effectively communicate next steps and path to resolution.
• Strong customer service and interpersonal skills, with a proven ability to build rapport and provide outstanding support.
• Adept at communicating effectively through various channels, including digital tools, to ensure prompt, accurate, and satisfactory customer experiences.
• Acquire and maintain an insurance adjuster license within 90 days and a designated number of attempts.
• Strong oral and written communication skills.

Skills

• Strong problem-solving skills and proven ability to work in a collaborative team environment.
• Strong time management and organizational skills with the ability to handle a high-volume workload.
• Advanced knowledge of CCC or other estimating platform experience.

Pay

The salary range for this position is $77,120 - $147,390. USAA does not provide visa sponsorship for this role.

Benefits

• Comprehensive medical, dental, and vision plans.
• 401(k) and pension plans.
• Life insurance.
• Parental benefits and adoption assistance.
• Paid time off program with paid holidays plus 16 paid volunteer hours.
• Various wellness programs.
• Career path planning and continuing education to assist with professional goals.