Claims Resolution Specialist II

Liberty Mutual Insurance • Plano, TX

1d • $57,000 - $101,000

About The Position

The Claims Resolution Specialist II works as a Desk or Hybrid Auto Damage Appraiser, completing quality appraisals of damaged vehicles virtually using photographs or 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. It involves explaining repair processes 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 specialist provides service to internal and external customers, including customers who have recently been in accidents. The position requires customer-focused communication, analytical and organizational abilities, multitasking, time management, creative problem-solving, and adaptability to different working environments and schedules. Desk Appraisal roles use a hybrid at-home and in-office schedule at a hub location. Hybrid Appraisal roles may be based near a hub or remotely where in-person appraisal support is needed. Training attendance and active engagement are mandatory. The role may require catastrophe duty and vehicle inspections in varying conditions, including outdoor work in inclement weather and driving substantial distances.

Requirements

• Engaging, outgoing personality and passion for helping customers.
• Demonstrated ability to communicate effectively in written and verbal form.
• 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, with ability to work across 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 are mandatory.
• Ability to work outside in inclement weather and drive substantial distances.
• Ability to inspect damaged vehicles, including around and underneath vehicles and 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.
• Adapt to different work environments, schedules, and customer needs.
• Use integrity and critical thinking in claim decisions and problem-solving.
• Use multiple software systems and claims best practices to prepare itemized appraisals, including parts, materials, and labor costs needed to restore damaged vehicles.
• Provide technical advice on vehicle repair, 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.
• Explain the repair process and damage details to customers; write original and supplemental damage estimates; make total-loss determinations and valuations.
• Occasionally conduct independent adjuster appraisal re-inspections.
• May be called upon for catastrophe duty.
• Inspect damaged vehicles, including their undersides and areas around vehicles, sometimes in tight quarters at body shops and salvage yards.
• Drive substantial distances and work outdoors in inclement weather when required.

Benefits

• The company states that it offers comprehensive benefits, workplace flexibility, professional development opportunities, and opportunities through Employee Resource Groups. Specific benefit offerings are referenced on the company benefits website.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level