Sr. Auto Appraiser - 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 Sr. Field Auto Appraiser, you will be responsible for the investigation, negotiation, evaluation, and appraisal of vehicle damage claims for both repairable and total loss vehicles to ensure estimate accuracy in compliance with state laws and regulations. This is a field-based role in the Los Angeles Metro area, specifically in the West Los Angeles, Santa Monica, and Beverly Hills areas. You will deliver exceptional member service through setting appropriate expectations, proactive communications, advice, and empathy.

Responsibilities

• Evaluate and appraise highly complex auto physical damage claims using digital tools, in accordance with the terms and conditions of the contract, corporate guidelines, and state laws and regulations.
• Investigate claim damages, including communicating with the insured, internal claims adjusters, and third parties/vendors; may require face-to-face interactions with members and third parties.
• Review facts of loss and vehicle damage to determine if subrogation opportunities exist and ensure all supporting physical damage documentation is in the claim.
• Demonstrate advanced knowledge of P&C insurance industry products, services, contracts, and internal processes/systems/procedures to ensure compliance with laws, regulations, and policy provisions.
• Review claims/suppliers for fraud indicators and refer to Special Investigations Unit for handling, if applicable.
• Maintain accurate and current claim file documentation throughout the claims process for complex claims.
• Maintain high standards of productivity through effective desk management, timely follow-ups, and accurate mapping of repair plans and timelines for fast and accurate claims adjudication.
• Review additional damages received from repair facilities to either complete a supplement or triage to field provider method of inspection.
• Serve as a subject matter expert representative for disputed claims or trials; act as a resource to team members on escalated issues of a routine nature.
• Partner with vendors and internal business partners to facilitate the highest complexity claims resolution, including external regulatory coordination to ensure appropriate documentation and compliance.
• Proactively provide policyholders with information regarding their coverage, repair estimate or total loss valuation, and claims/repair process while setting appropriate expectations.
• Support workload surges and catastrophe (CAT) response operations as needed, including required on-call dates and potential evening, weekend, and/or holiday work outside normal work hours.
• May be assigned CAT deployment travel with minimal notice during designated CATs.
• Work various types of claims, including ones of higher complexity, and may be assigned additional work outside normal duties as needed.
• 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.
• 3 years of auto appraising experience.
• Proficient knowledge of P&C insurance policy contracts and coverages, auto parts distribution process, and claim appraisal process and procedures.
• Advanced working knowledge of estimating losses using CCC or similar estimating platforms.
• Demonstrated written and verbal skills to communicate with members, claimants, repair facilities, and other internal and external stakeholders.
• Acquisition and maintenance of insurance adjuster license within 90 days and 3 attempts.

Qualifications

• 5 years of auto appraising experience.
• US military experience gained through military service or gained as a military spouse/domestic partner.

Physical Demand Requirements

• Ability to operate a company vehicle within assigned territory.
• Ability to reach, handle, squat, bend, climb, and perform keen inspections of damaged vehicles.
• Ability to work outdoors in inclement weather conditions.
• Exposure to working in body shop and/or salvage yard environments up to 25% of the time.
• Must meet all USAA safe driving requirements, including verification of driving record through MVR and possession of a valid driver’s license.

Pay

The salary range for this position is $63,590 - $121,530. The actual salary 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.

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.

For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.