Job Description

As a dedicated Sr. Field Auto Appraiser, you will within defined guidelines and framework responsible for the investigation, negotiation, evaluation and appraisal of vehicle damage claims for both repairable and total loss vehicles to ensure estimate accuracy in compliance with state laws and regulations. Accountable for delivering exceptional member service through setting appropriate expectations, proactive communications, advice, and empathy. With the use of digital tools, evaluates and appraises highly complex auto physical damage claims in accordance with the terms and conditions of the contract, corporate guidelines and state laws and regulations. Investigates claim damages including communicating with the insured, internal claims adjusters, and third parties/vendors. May require face-to-face interactions with members and third parties. Reviews facts of loss and vehicle damage to determine if subrogation opportunities exist and ensures all supporting physical damage documentation is in the claim. Demonstrates advanced knowledge of P&C insurance industry products, services, contracts, and internal processes/systems/procedures to ensure compliance with laws, regulations, and policy provisions. Reviews claims/suppliers for fraud indicators and refers to Special Investigations Unit for handling, if applicable. Maintains accurate and current claim file documentation throughout the claims process for complex claims. Maintains high standards of productivity through effective desk management, timely follow ups, and accurate mapping of repair plan and timeline for repair in support of fast and accurate claims adjudication. Responsible for reviewing additional damages received from repair facilities to either complete a supplement or triage to field provider method of inspection. May serve as a subject matter expert representative for disputed claims or trials. Serves as a resource to team members on escalated issues of a routine nature. Partners with vendors and internal business partners to facilitate the highest complexity claims resolution. May also involve external regulatory coordination to ensure appropriate documentation and compliance. Proactively provides policyholders with information regarding their coverage, repair estimate or total loss valuation, and claims/repair process while setting appropriate expectations. Supports workload surges and catastrophe (CAT) response operations as needed, including required 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. Works various types of claims, including ones of higher complexity, and may be assigned additional work outside normal duties as needed. Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures. Requirements include 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, and acquisition and maintenance of insurance adjuster license within 90 days and 3 attempts. Preferred qualifications include an Active Massachusetts Appraiser License, CCC experience, efficiency with Microsoft Office, and experience completing estimates on exotic and electric vehicles. Physical demands include ability to operate a company vehicle within assigned territory, ability to reach, handle, squat, bend, climb, and keen as needed to complete inspections of damaged vehicles, ability to work outdoors in inclement weather conditions, exposure to body shop and/or salvage yard environments up to 25% of the time, and meeting all USAA safe driving requirements including verification of driving record through MVR & possession of valid driver’s license.

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