Physical Damage Specialist – Field for Greenville & Ashville, NC

USAA•Asheville, NC

13d•$74,730 - $134,510•Onsite

About The Position

This is a field-based role serving the Greenville, NC to Ashville, NC area. The Physical Damage Specialist builds relationships with and provides oversight of third-party vendors through virtual or in-person interactions with members, claimants, and third-party personnel. The role helps protect USAA’s financial strength by ensuring vendor work is accurate and high quality, and resolves problems with a focus on the mission and exceptional member experiences. The specialist onboards and coaches vendors, evaluates their work against quality standards and contractual terms, collaborates on vendor coverage and resources, resolves complaints and payment discrepancies, and makes or advances decisions on physical damage losses within assigned authority. The role applies knowledge of property and casualty insurance products, contracts, and processes; supports workload surges and catastrophe operations as needed; and helps manage Auto Physical Damage process output and adherence. The position may involve operating a company vehicle and inspecting damaged vehicles outdoors or in body shop and salvage yard environments.

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.
May need to operate a company vehicle within the assigned territory and meet USAA safe-driving requirements, including driving-record verification through MVR and possession of a valid driver's license.
May need to reach, handle, squat, bend, climb, and kneel to inspect damaged vehicles.
May need to work outdoors in inclement weather and in body shop or salvage yard environments.

Nice To Haves

Proficiency with the CCC vehicle damage estimating system.
Current P&C insurance adjuster license.
US military experience gained through military service or as a military spouse/domestic partner.

Responsibilities

Onboard vendors, oversee their work, maintain partnerships, and coach them toward contractual and operational goals.
Evaluate vendor work product for quality, accuracy, and adherence to 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 and provide insight on physical damage losses within assigned authority, and advance requests for additional authority when needed.
Acquire and apply advanced knowledge of P&C insurance products, services, contracts, and internal processes and procedures to ensure compliance.
Support workload surges and/or 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.
Ensure business risks are identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.