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 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. 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 build relationships and provide oversight of our third-party vendors through virtual or in-person interactions with members, claimants, and third-party personnel. This role drives USAA's financial strength by ensuring accuracy and quality of third-party vendors’ work product while resolving problems with a focus on exceptional member experiences. This is a field-based role in the Michigan area, specifically Central Michigan or Lansing.

Responsibilities

• On-board, oversee, maintain partnerships, and coach third-party vendors to meet contractual and 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 into 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, solve problems, and effectively communicate next steps and path to resolution.
• Effectively communicate through multiple channels, including digital tools, to drive speed, accuracy, and service.
• Acquire and maintain an insurance adjuster license within 90 days and a 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 as a military spouse/domestic partner.

Pay

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

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.