Appraisal Claims Resolution Specialist

Liberty Mutual•Liberty Lake, WA

8d•Hybrid

About The Position

Liberty Mutual is seeking an auto damage appraisal professional to handle moderate- to higher-complexity claims within assigned authority limits. The role involves completing quality appraisals of damaged vehicles, virtually using photographs or occasionally in person, and helping customers restore vehicles to their pre-loss condition. Appraisers explain repair processes and damage details, prepare original and supplemental estimates, make total-loss determinations and valuations, negotiate repair strategies and costs with auto body shops, and may conduct independent-adjuster appraisal re-inspections. The position requires strong customer service, analytical, organizational, multitasking, and time-management skills, along with a passion for problem solving and helping customers after accidents. Desk Appraisal roles have a hybrid at-home and in-office schedule at a hub office in Liberty Lake, Washington; Chandler, Arizona; Naperville, Illinois; or Plano, Texas. Hybrid Appraisal roles may be based near one of these offices or remotely where in-person appraisal support is needed. Training attendance and active engagement are mandatory. The role may involve catastrophe duty. Vehicle inspections may require working outdoors in inclement weather, driving substantial distances, and inspecting vehicle undersides and vehicles in tight spaces at body shops or salvage yards.

Requirements

Bachelor's degree or equivalent experience.
1–3 years of directly related experience.
Required auto damage appraisal licensing and certification.
Extensive knowledge of automobile parts, repair techniques, terminology, and vehicle construction.
Prior experience using auto estimating software such as CCC Pathways, Audatex, or Mitchell.
Strong negotiation, analytical, decision-making, organizational, and computer skills, including the ability to work with multifaceted systems.
Effective written and verbal communication skills.
An engaging, outgoing personality and passion for helping customers.
Ability to work outdoors in inclement weather and drive substantial distances.
Ability to inspect damaged vehicles, including their undersides and areas around them, and to work in tight quarters at body shops and salvage yards.
Reliable attendance and active engagement during training.

Responsibilities

Guide customers through the claims process and provide empathetic, customer-focused service.
Represent the Liberty Mutual brand and deliver on its service commitments.
Adapt to different work environments, schedules, and customer needs while working as a reliable teammate.
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 about vehicle repairs, parts costs, garage expertise, and specific damage.
Complete auto body shop and independent re-inspections, and prepare 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.
Explain repair processes and damage details to customers; write original and supplemental damage estimates; make total-loss determinations and valuations; and negotiate repair strategies and costs.
Occasionally conduct independent-adjuster appraisal re-inspections.
May be called upon for catastrophe duty.