Physical Damage Specialist - Field

USAA•Chesapeake, VA

3d•Onsite

About The Position

USAA is seeking a dedicated Field Physical Damage Specialist to work within defined guidelines and framework. This role is responsible for building relationships and providing oversight of third-party vendors through virtual or in-person interactions with members, claimants, and third-party personnel. The specialist will drive USAA's financial strength by ensuring the accuracy and quality of third-party vendors’ work product and will work to resolve problems with a focus on the mission and exceptional member experiences. This is a field-based role in the Chesapeake area, and candidates willing to work in Newport News, Hampton, and Williamsburg are encouraged to apply.

Requirements

High School Diploma or General Equivalency Diploma.
4 years auto physical damage estimating experience.
Currently possess or acquire and maintain individual I-CAR Platinum Pro-Level 3 certification within 12 months of hire.
Capability to prioritize, solve problems and effectively communicate next steps and path to resolution.
Effectively communicates through multiple channels to include utilization of digital tools to drive speed, accuracy, and service.
Acquisition and maintenance of insurance adjuster license within 90 days and designated number of attempts.
Strong oral and written communication skills.

Nice To Haves

Proficiency with CCC vehicle damage estimating system
Current P&C insurance adjuster license
I-CAR Platinum certification
Experience with STARS or other automotive Direct Repair Programs (DRP)
US military experience gained through military service or gained as a military spouse / domestic partner

Responsibilities

Responsible for on-boarding, oversight, maintaining partnerships, and coaching to performance of our contractual and/or operational goals as applicable.
Evaluates vendor work product to ensure quality, accuracy, and adherence to the terms and conditions of the contract.
Collaborates with 3PRM on vendor footprint to balance member needs and operational resources.
Responsible for complaint and payment discrepancy resolution within the vendor MOI.
Provides direction as needed on borderline Total Loss situations.
Accountable for providing decisions and insight on losses physical damage within authority granted and advances requests for further authority as needed.
Acquires and applies advanced knowledge of P&C insurance industry products, services, contracts and internal processes and procedures to ensure compliance.
Supports workload surges and/or Catastrophe Operations, as needed.
Assists with managing output/throughput and associated USAA adherence guidelines affiliated with Auto Physical Damage processes (e.g., Rental, Alternative Parts Utilization, Vehicle Owner Communication, Assignment Completions).
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.