Physical Damage Specialist

USAA•San Antonio, TX

2d•Hybrid

About The Position

As a dedicated Physical Damage Specialist, you will be responsible for building relationships and providing oversight of our third-party vendors through virtual or in person interactions with members, claimants, and third-party personnel. You will drive USAA's financial strength by ensuring the accuracy and quality of third-party vendors' work product. You will work to resolve problems with a focus on the mission and exceptional member experiences. This hybrid role requires an individual to be in the office 3 days per week. This position can be based in San Antonio, TX. Relocation assistance is not available for this position. There are multiple openings for this role.

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 uses customer service and interpersonal skills, with a proven ability to build rapport and provide outstanding support.
Adept at communicating effectively through various channels, including digital tools, to ensure prompt, accurate, and satisfactory customer experiences.
Acquisition and maintenance of insurance adjuster license within 90 days and designated number of attempts.
Strong oral and written communication skills.

Nice To Haves

Strong problem-solving skills and proven ability to work in a collaborative team environment.
Strong time management & organizational skills with the ability to handle a high-volume workload.
Advanced knowledge of CCC or other Estimating Platform experience.

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 physical damage losses 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).
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.