Outside Auto Appraiser - Brockton, MA
About The Position
The Outside Auto Appraiser inspects damaged vehicles, estimates repair costs, works with repair facilities, and determines and settles the actual cash value of total-loss vehicles to support accurate and timely claim settlements. This customer-facing role requires technical expertise in vehicle damage assessment, strong customer service, and the ability to work independently in a fast-paced environment. The appraiser also serves as a technical resource for auto claim staff, advising and directing claim professionals on vehicle damages. The position is based remotely and involves work at residential and/or commercial locations, with a combination of mobile work, work from the primary residence, or work from the nearest Travelers office.
Requirements
- High school diploma or GED.
- One year of auto physical damage appraisal or comparable claim-related experience, or successful completion of the required Travelers Claim Representative training program.
- Valid driver's license.
Nice To Haves
- Bachelor’s degree.
- Active adjuster license, where applicable.
- Two years of auto physical damage appraisal experience.
- Proficiency in claims management and estimating software, with advanced skills in Microsoft Office and enterprise technology systems and platforms.
- Strong verbal and written communication skills.
- Sound judgment and effective decision-making ability.
- Exceptional customer service skills and commitment to a positive customer experience throughout the claim process.
- Strong attention to detail and organizational skills, including the ability to manage multiple tasks and prioritize in a fast-paced environment.
- Conflict resolution skills and the ability to facilitate productive discussions and reach equitable outcomes.
- Ability to manage stress, navigate difficult situations, remain composed and professional under pressure, and take accountability for decisions.
- Basic understanding of insurance principles and terminology, state insurance regulations, and claim handling requirements.
- Ability to learn quickly from experience and apply it to new situations with speed and flexibility.
Responsibilities
- Inspect and assess vehicle damage from accidents, weather events, or other covered losses through virtual or on-site inspections at body shops or customer locations.
- Review estimates, conduct virtual inspections, and collaborate with repair facilities to ensure accuracy, consistency, and quality across claims.
- Prepare repair estimates using industry-standard estimating software to determine parts, labor, and material costs needed to restore vehicles to pre-loss condition.
- Evaluate and settle vehicle total losses by determining actual cash value through market research, comparable vehicle analysis, and valuation tools and methodologies.
- Negotiate repair costs and settlements with body shops, customers, and third-party claimants to reach fair, timely resolutions while maintaining quality repair standards.
- Identify and document pre-existing damage, prior repairs, and potential fraud indicators.
- Coordinate with claim representatives, body shops, and vendors to arrange repairs, authorize supplements, and resolve coverage or repair-related issues.
- Explain the appraisal process, answer customer questions, help move claims toward timely resolution, and keep vehicle owners informed throughout the claim lifecycle.
- Adapt to new technology implementations, system upgrades, and digital tool rollouts, particularly involving AI, while maintaining productivity and service quality.
- Perform other duties as assigned.
Benefits
- Employees are eligible for performance-based cash incentive awards as part of the compensation and benefits program.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
