Claims Resolution Specialist II

Liberty Mutual•Liberty Lake, WA

21h•Hybrid

About The Position

The Claims Resolution Specialist II completes moderate- to higher-complexity auto damage claims within assigned authority limits. The role appraises damaged vehicles virtually using photos or, occasionally, in person, and helps customers restore vehicles to their pre-loss condition. It includes explaining the repair process and damage details, preparing original and supplemental estimates, making total-loss determinations and valuations, negotiating repair strategies and costs with auto body shops, and occasionally conducting independent adjuster appraisal re-inspections. The position requires delivering attentive service to customers who have recently been in accidents, along with strong analytical, organizational, multitasking, and time-management skills. 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 in another remote location where in-person appraisal support is needed. Training attendance and active engagement are mandatory.

Requirements

An engaging, outgoing personality and a 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.
Reliable attendance and active engagement during training.
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 spaces at body shops and salvage yards.

Responsibilities

Guide customers through the claims process with empathy and confidence.
Represent the Liberty brand and deliver on its service promise to customers.
Adapt to office or home work environments, schedules, and changing customer needs.
Use critical thinking and sound judgment to resolve problems with integrity.
Use multiple software systems and claims best practices to prepare itemized appraisals of parts, materials, and labor needed to restore damaged vehicles.
Provide technical advice on vehicle repairs, parts costs, repair shop expertise, and specific damage.
Complete auto body shop and independent re-inspections, and prepare supplements as needed to verify damage or confirm completed 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.
Make total-loss determinations and valuations and complete claims within assigned authority limits.
May perform catastrophe duty.