Physical Damage Specialist - Field
About the role
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.
As a dedicated Field Physical Damage Specialist, you will work within defined guidelines and framework, responsible for building relationships and providing oversight of our third-party vendors through virtual or in person interactions with members, claimants, and third-party personnel. This is a field-based role in the Chesapeake area. Candidates who are willing and able to work in Newport News, Hampton and Williamsburg are encouraged to apply.
Responsibilities
- Responsible for on-boarding, oversight, maintaining partnerships, and coaching to performance of our contractual and/or operational goals as applicable.
- Evaluates vendor work product to ensure quality, accuracy, and adherence to the terms and conditions of the contract.
- Collaborates with 3PRM on vendor footprint to balance member needs and operational resources.
- Responsible for complaint and payment discrepancy resolution within the vendor MOI.
- Provides direction as needed on borderline Total Loss situations.
- Accountable for providing decisions and insight on losses physical damage within authority granted and advances requests for further authority as needed.
- Acquires and applies advanced knowledge of P&C insurance industry products, services, contracts and internal processes and procedures to ensure compliance.
- Supports workload surges and/or Catastrophe Operations, as needed.
- Assists with managing output/throughput and associated USAA adherence guidelines affiliated with Auto Physical Damage processes.
- Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Requirements
- High School Diploma or General Equivalency Diploma.
- 4 years 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, solve problems and effectively communicate next steps and path to resolution.
- Effectively communicates through multiple channels to include utilization of digital tools to drive speed, accuracy, and service.
- Acquisition and maintenance of insurance adjuster license within 90 days and designated number of attempts.
- Strong oral and written communication skills.
Skills
- Proficiency with CCC vehicle damage estimating system
- Current P&C insurance adjuster license
- I-CAR Platinum certification
- Experience with STARS or other automotive Direct Repair Programs (DRP)
- US military experience gained through military service or gained as a military spouse / domestic partner
Other Work Requirements
May require the ability to crouch and stoop to inspect damaged vehicles. Meet all USAA safe driving requirements including verification of driving record through MVR & possession of valid driver’s license.
Pay
The salary range for this position is: $77,120 - $147,390. 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.
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.