Physical Damage Specialist - Field

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 Field Physical Damage Specialist, you will, within defined guidelines and framework, be 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 Michigan area. Candidates who are willing and able to work in the Central Michigan or Lansing area 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.
• Evaluate vendor work product to ensure quality, accuracy, and adherence to the terms and conditions of the contract.
• Collaborate with 3PRM on vendor footprint to balance member needs and operational resources.
• Responsible for complaint and payment discrepancy resolution within the vendor MOI.
• Provide direction as needed on borderline Total Loss situations.
• Accountable for providing decisions and insight into physical damage losses within authority granted and advances requests for further authority as needed.
• Acquire and apply advanced knowledge of P&C insurance industry products, services, contracts, and internal processes and procedures to ensure compliance.
• Support workload surges and/or Catastrophe Operations, as needed.
• Assist with managing output/throughput and associated USAA adherence guidelines affiliated with 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 and procedures.

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, 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.

Qualifications

• Proficiency with CCC vehicle damage estimating system.
• Current P&C insurance adjuster license.
• US military experience gained through military service or gained as a military spouse/domestic partner.

Pay

The salary range for this position is $77,120 - $147,390. Licensed positions require a background check that includes criminal history, education, employment verification, and a credit check consistent with applicable laws. 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.

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 employees with their professional goals.