Physical Damage Specialist - Field

USAA • Lubbock, TX

2d • Onsite

About The Position

At USAA, the mission is to empower members to achieve financial security through highly competitive products, exceptional service, and trusted advice, aiming to be the #1 choice for the military community and their families. The company values honesty, integrity, loyalty, and service. As a dedicated Field Physical Damage Specialist, the role involves building relationships and providing oversight of third-party vendors through virtual or in-person interactions with members, claimants, and third-party personnel. This position is crucial for USAA's financial strength by ensuring the accuracy and quality of third-party vendors’ work product. The specialist will work to resolve problems with a focus on the mission and exceptional member experiences. This is a field-based role in the Lubbock/Amarillo, TX area, and candidates willing and able to work in this area 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, problem solve, 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.

Responsibilities

• Responsible for on-boarding, oversight, maintaining partnerships, and coaching to performance of our contractual and/or operational goals as applicable.
• Evaluate vendor work product to ensure quality, accuracy, and adherence to the terms and conditions of the contract.
• Collaborate with 3PRM on vendor footprint to balance member needs and operational resources.
• Responsible for complaint and payment discrepancy resolution within the vendor MOI.
• Provide direction as needed on borderline Total Loss situations.
• Accountable for providing decisions and insight on physical damage losses within authority granted and advances requests for further authority as needed.
• Acquire and apply advanced knowledge of P&C insurance industry 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 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.

Benefits

• comprehensive medical, dental and vision plans
• 401(k)
• pension
• life insurance
• parental benefits
• adoption assistance
• paid time off program with paid holidays plus 16 paid volunteer hours
• various wellness programs
• career path planning and continuing education assists employees with their professional goals

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED