Physical Damage Specialist - Field (Harrisburg, PA)

USAA•Harrisburg Metro, PA

9d•Onsite

About The Position

USAA is seeking a Physical Damage Specialist to build relationships with and oversee third-party vendors through virtual or in-person interactions with members, claimants, and third-party personnel. Within defined guidelines and authority, the specialist ensures the accuracy and quality of vendor work, resolves problems, and supports exceptional member experiences. This is a field-based role in the Harrisburg Metro, Pennsylvania area. Relocation assistance is not available.

Requirements

High school diploma or General Equivalency Diploma.
Four years of auto physical damage estimating experience.
Possess or acquire and maintain individual I-CAR Platinum Pro-Level 3 certification within 12 months of hire.
Ability to prioritize, solve problems, and communicate next steps and paths to resolution effectively.
Ability to communicate 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

Proficiency with the 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).
U.S. military experience gained through military service or as a military spouse/domestic partner.

Responsibilities

Onboard vendors, maintain partnerships, oversee their work, and coach them toward contractual and operational goals.
Evaluate vendor work product for quality, accuracy, and compliance with contract terms and conditions.
Collaborate with 3PRM on 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 as needed.
Make decisions on physical damage losses within granted authority and advance requests for additional authority as needed.
Apply knowledge of P&C insurance products, services, contracts, and internal processes to ensure compliance.
Support workload surges and catastrophe operations as needed.
Help manage output, throughput, and 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.