Appraisal Claims Resolution Specialist

Liberty Mutual Insurance•Plano, TX

1d•$57,000 - $101,000•Hybrid

About The Position

The Appraisal Claims Resolution Specialist completes quality appraisals of damaged vehicles, primarily virtually using photographs and occasionally in person. The role handles moderate- to higher-complexity claims within assigned authority limits and helps customers restore vehicles to their pre-loss condition. The specialist explains repair processes and damage details, prepares original and supplemental estimates, makes total-loss determinations and valuations, negotiates repair strategies and costs with auto body shops, and may conduct independent-adjuster appraisal re-inspections. The position provides service to internal and external customers and requires strong analytical, organizational, multitasking, and time-management skills. It involves engaging with customers after accidents, representing the Liberty Mutual brand, adapting to differing work environments and customer needs, and using critical thinking and integrity to resolve claims. Desk Appraisal roles have a hybrid at-home and in-office schedule at a hub location in Liberty Lake, Washington; Chandler, Arizona; Naperville, Illinois; or Plano, Texas. Hybrid Appraisal roles may be based near one of those offices or remotely where in-person appraisal support is needed. Training attendance and active engagement are mandatory. The role may require catastrophe duty and includes inspecting vehicles in varied conditions, including outdoors in inclement weather, at body shops, and at salvage yards.

Requirements

Engaging, outgoing personality and passion for helping customers.
Demonstrated ability to communicate effectively in writing and verbally.
Extensive knowledge of automobile parts, repair techniques, terminology, and vehicle construction.
Prior experience with auto estimating software such as CCC Pathways, Audatex, or Mitchell.
Strong negotiation, analytical, decision-making, organizational, and computer skills.
Ability to work with multifaceted systems.
Bachelor's degree or equivalent experience.
1–3 years of directly related experience.
Auto Damage Appraisal licensing and certification are required.
Ability to work outdoors in inclement weather and drive substantial distances.
Ability to inspect damaged vehicles, including underneath and around vehicles and in tight quarters at body shops and salvage yards.

Responsibilities

Complete quality appraisals of damaged vehicles, virtually using photographs or occasionally in person.
Handle moderate- to higher-complexity claims within assigned authority limits.
Explain the repair process and vehicle damage details to customers.
Write original and supplemental damage estimates and make total-loss determinations and valuations.
Negotiate repair strategies and costs with auto body shops.
Conduct independent-adjuster appraisal re-inspections when needed.
Represent the Liberty brand and guide customers through the claims process.
Prepare itemized appraisals of parts, materials, and labor needed to restore damaged vehicles to their pre-damage condition using multiple software systems and claims best practices.
Provide technical advice on vehicle repairs, parts costs, garage expertise, and specific damages.
Complete auto body shop and independent re-inspections and supplements as warranted to verify damage or confirm repairs.
Resolve disagreements and negotiate with auto body shops, independent adjusters, claimants, and policyholders.
Assist claims management with complaint resolution and evaluate claims for potential fraud or subrogation.
Perform vehicle inspections, including in tight quarters at body shops and salvage yards and underneath and around vehicles.
May be called upon for catastrophe duty.