Sr. Auto Appraiser - Field

USAA•Wilmington, NC

2d•$63,590 - $121,530•Onsite

About The Position

USAA is seeking a Sr. Field Auto Appraiser to support the Wilmington Metro, NC area. In this role, you will be responsible for investigating, negotiating, evaluating, and appraising vehicle damage claims for both repairable and total loss vehicles. Your goal will be to ensure estimate accuracy in compliance with state laws and regulations, while delivering exceptional member service by setting appropriate expectations, providing proactive communication, advice, and empathy.

Requirements

High School Diploma or General Equivalency Diploma.
2 years of auto appraising experience.
Proficient knowledge of P&C insurance policy contracts and coverages, auto parts distribution process and claim appraisal process and procedures.
Advanced working knowledge of estimating losses using CCC or similar estimating platforms.
Demonstrated written and verbal skills to communicate with members, claimants, repair facilities, and other internal and external stakeholders.
Acquisition and maintenance of insurance adjuster license within 90 days and 3 attempts.
May require the ability to operate a company vehicle within assigned territory.
May require the ability to reach, handle, squat, bend, climb, and kneel as needed to complete inspections of damaged vehicles.
May require the ability to work outdoors in inclement weather conditions.
May be exposed to working in body shop and/or salvage yard environments up to 25% of the time.
May be required to meet all USAA safe driving requirements including verification of driving record through MVR & possession of valid driver’s license.

Responsibilities

Evaluate and appraise highly complex auto physical damage claims in accordance with contract terms, corporate guidelines, and state laws and regulations using digital tools.
Investigate claim damages by communicating with the insured, internal claims adjusters, and third parties/vendors, which may include face-to-face interactions.
Review facts of loss and vehicle damage to determine if subrogation opportunities exist and ensure all supporting physical damage documentation is in the claim.
Demonstrate advanced knowledge of P&C insurance industry products, services, contracts, and internal processes/systems/procedures to ensure compliance with laws, regulations, and policy provisions.
Review claims/suppliers for fraud indicators and refer to Special Investigations Unit for handling, if applicable.
Maintain accurate and current claim file documentation throughout the claims process for complex claims.
Maintain high standards of productivity through effective desk management, timely follow-ups, and accurate mapping of repair plans and timelines.
Review additional damages received from repair facilities to either complete a supplement or triage to a field provider for inspection.
Serve as a subject matter expert representative for disputed claims or trials.
Act as a resource to team members on escalated issues of a routine nature.
Partner with vendors and internal business partners to facilitate the resolution of highest complexity claims.
May involve external regulatory coordination to ensure appropriate documentation and compliance.
Proactively provide policyholders with information regarding their coverage, repair estimate or total loss valuation, and claims/repair process while setting appropriate expectations.
Support workload surges and catastrophe (CAT) response operations as needed, including mandatory on-call dates and potential evening, weekend, and/or holiday work outside normal work hours.
May be assigned CAT deployment travel with minimal notice during designated CATs.
Work various types of claims, including those of higher complexity, and may be assigned additional work outside normal duties as needed.
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.