Physical Damage Specialist – Field for Greenville & Asheville, NC

USAA•Greenville Metro, NC

5d•Onsite

About The Position

This field-based role serves the Greenville-to-Asheville, North Carolina area. Within established guidelines, the specialist builds relationships with and oversees third-party vendors through virtual or in-person interactions with members, claimants, and vendor personnel. The role supports 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, maintains partnerships, evaluates work against quality standards and contract terms, resolves complaints and payment discrepancies, and makes or advances decisions on physical damage losses within their authority. The role also supports Auto Physical Damage process adherence, risk controls, workload surges, and catastrophe operations as needed. The work may involve company-vehicle operation, vehicle inspections, outdoor work in inclement weather, and exposure to body shop or salvage yard environments.

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 a path to resolution effectively.
Ability to communicate through multiple channels, including digital tools, to support 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.
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 up to 25% of the time.
May need to meet USAA safe-driving requirements, including driving-record verification through MVR and possession of a valid driver's license.

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 or domestic partner.

Responsibilities

Onboard, oversee, maintain partnerships with, and coach third-party vendors 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 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.
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.