Inside Physical Damage Specialist

USAA•Cva, VA

13d•Hybrid

About The Position

USAA is seeking an Inside Physical Damage Specialist to build relationships with and oversee third-party vendors, interacting with members, claimants, and third-party personnel virtually or in person. Within defined guidelines, the specialist ensures the accuracy and quality of vendor work, resolves problems, and supports exceptional member experiences. This hybrid role is based in Chesapeake, Virginia, and requires working in the office three days per week. Relocation assistance is not available. The specialist manages vendor onboarding, oversight, partnerships, and performance coaching; evaluates vendor work against quality standards and contract terms; resolves complaints and payment discrepancies; and makes or escalates decisions on physical damage losses. The role also supports Auto Physical Damage operations, including workload surges and catastrophe operations, and helps ensure business risks are identified and controlled in accordance with risk and compliance policies.

Requirements

High school diploma or General Equivalency Diploma.
Four years of auto physical damage estimating experience.
Currently possess or acquire and maintain individual I-CAR Platinum Pro-Level 3 certification within 12 months of hire.
Ability to prioritize, solve problems, and effectively communicate next steps and paths to resolution.
Ability to communicate effectively through multiple channels, including digital tools, to drive speed, accuracy, and service.
Acquire and maintain an insurance adjuster license within 90 days and the designated number of attempts.
Strong oral and written communication skills.

Nice To Haves

Prior P&C adjuster experience.
US military experience gained through military service or as a military spouse or domestic partner.

Responsibilities

Onboard and oversee vendors, maintain partnerships, and coach vendors toward contractual and operational goals.
Evaluate vendor work product for quality, accuracy, and compliance with contract terms and conditions.
Collaborate with 3PRM on the vendor footprint to balance member needs and operational resources.
Resolve complaints and payment discrepancies within the vendor MOI.
Provide direction on borderline total loss situations.
Make decisions and provide insight on physical damage losses within granted authority, escalating requests for additional authority when needed.
Apply knowledge of P&C insurance products, services, contracts, processes, and procedures to ensure compliance.
Support workload surges and catastrophe operations as needed.
Assist with managing output, throughput, and USAA adherence guidelines for Auto Physical Damage processes, including rental, alternative parts utilization, vehicle owner communication, and assignment completions.
Identify, measure, monitor, and control risks associated with business activities in accordance with risk and compliance policies and procedures.