Physical Damage Specialist

2 weeks ago

Chicago, Illinois, United States USAA Full time

The Opportunity

As a dedicated physical damage specialist at USAA, you will play a critical role in ensuring the accuracy and quality of third-party vendors' work product. You will build relationships and provide oversight through virtual or in-person interactions with members, claimants, and third-party personnel. Your focus will be on resolving problems with a focus on the mission and exceptional member experiences.

This is a field-based role in the Chicago, IL area, with candidates who are willing and able to work in northern Chicagoland and surrounding suburbs encouraged to apply. Relocation assistance is not available for this position.

Key Responsibilities:

  • On-board, oversee, maintain partnerships, and coach to performance of contractual and/or operational goals as applicable.
  • Evaluate vendor work product to ensure 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.
  • Accountable for providing decisions and insight on physical damage losses within authority granted and advance 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/efficiency and associated USAA adherence guidelines affiliated with Auto Physical Damage processes.
  • Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

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 communicate through multiple channels, including 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.

Preferred Qualifications:

  • 5+ years of complex auto physical damage estimation experience.
  • Supervisory experience over large repair shop networks.
  • Experience as a staff appraiser or damage appraiser at a carrier.
  • Proven ability to multi-task and triage claims in a high-volume environment.
  • I-CAR Platinum certification.
  • Experience with STARS or other automotive Direct Repair Programs (DRP).
  • Experience with CCC estimating platform.

Other Work Requirements:

  • May require the ability to crouch and stoop to inspect damaged vehicles.
  • Meet all USAA safe driving requirements, including verification of driving record through MVR and possession of a valid driver's license.

What We Offer:

USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location. The salary range for this position is: $73,460.00 - $132,220.00.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

Benefits: At USAA, our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include 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, and various wellness programs. Additionally, our career path planning and continuing education assist employees with their professional goals.

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