Senior Auto Appraiser – Field for Northern VA/DC

About the role

USAA's mission is to empower members to achieve financial security through competitive products, exceptional service, and trusted advice, aiming to be the #1 choice for the military community and their families. Core values of honesty, integrity, loyalty, and service guide interactions. The role supports active‑duty military spouses and may offer remote or hybrid flexibility per policy and business needs. It is a field‑based position located in the Northern Virginia/DC area; candidates must be willing and able to work there.

Responsibilities

• Evaluate and appraise highly complex auto physical damage claims using digital tools, per contract terms, corporate guidelines, and state laws.
• Investigate claim damages, communicating with the insured, internal claims adjusters, and third parties/vendors; may require face‑to‑face interactions.
• Review facts of loss and vehicle damage to identify subrogation opportunities and ensure all supporting physical damage documentation is in the claim.
• Demonstrate advanced knowledge of P&C insurance products, services, contracts, and internal processes/systems/procedures to ensure compliance.
• Review claims/suppliers for fraud indicators and refer to the Special Investigations Unit when applicable.
• Maintain accurate and current claim file documentation throughout the claims process for complex claims.
• Maintain high productivity through effective desk management, timely follow‑ups, and accurate mapping of repair plans and timelines to support fast, accurate claims adjudication.
• Review additional damage from repair facilities to complete a supplement or triage to field provider inspection method.
• Serve as a subject‑matter expert for disputed claims or trials and as a resource for team members on escalated routine issues.
• Partner with vendors and internal business partners to facilitate resolution of highest‑complexity claims; may involve external regulatory coordination for documentation and compliance.
• Proactively provide policyholders with information about coverage, repair estimate or total loss valuation, and the claims/repair process while setting appropriate expectations.
• Support workload surges and catastrophe (CAT) response operations as needed, including mandatory on‑call dates and potential evening, weekend, and/or holiday work outside normal hours.
• May be assigned CAT deployment travel with minimal notice during designated CATs.
• Work various types of claims, including higher