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Why USAA?
Let's do something that really matters.At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation's military, but we all share in the mission to give back to those who did. We're working as one to build a great experience and make a real impact for our members.
We believe in our core values of honesty, integrity, loyalty and service. They're what guides everything we do – from how we treat our members to how we treat each other. Come be a part of what makes us so special
USAA is seeking an experienced Field Auto Appraiser for the APD dedicated catastrophe team in the San Antonio or Dallas-Fort Worth area. Relocation assistance is not available. This is an hourly, non-exempt position with paid overtime and potential CAT pay availability. This is a field role with an assigned fleet vehicle for field responses with normal business travel, including virtual and physical deployments.
The Opportunity
You will work within defined guidelines and framework responsible to investigate, evaluate and appraise vehicle damage claims for both repairable and total loss vehicles to ensure estimate accuracy in compliance with state laws and regulations. You will be accountable for delivering exceptional member service through setting appropriate expectations, proactive communications, advice, and empathy.
What you'll do:
- With the use of digital tools, evaluates and appraises high complexity (total loss, total burn, theft recovered, heavy (non-drivable) auto 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 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 makes the appropriate, timely system referral.
- Demonstrates advanced knowledge of P&C insurance industry products, services, contracts, and internal processes/systems/procedures to ensure compliance.
- Reviews claims/suppliers for fraud indicators and refers to Special Investigative Unit for handling, if applicable.
- Maintains accurate and current claim file documentation throughout the claims process for complex claims. Includes mapping of repair plan and timeline for repair.
- 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 highest complexity claims resolution. May also involve external regulatory coordination to ensure appropriate documentation and compliance.
- Explains coverage, assists policyholders with information on repairs and describes the settlement process, setting appropriate expectations. Issues settlement amounts for damages claimed.
- Supports workload surges and/or Catastrophe Operations as needed which may involve volunteering for extended hours. May serve as permanent member of the APD Catastrophe team.
- Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
What you have:
- High School Diploma or General Equivalency Diploma required.
- 2 years of auto appraising experience.
- Knowledge of P&C insurance policy contracts and coverages, auto parts distribution process and claim appraisal process and procedures.
- Acquisition and maintenance of insurance adjuster license within 90 days and designated number of attempts.
What sets you apart:
- Auto appraisal experience with all-weather perils
- Prior virtual and CAT deployment experience
- Geographically located to deploy quickly to catastrophe prone areas
- Proven ability to multi-task and triage claims in a high-volume environment
- Experience with STARS or other automotive Direct Repair Programs (DRP)
- Proficient with CCC estimating and reinspection platforms (CCC Portal)
- ICAR Platinum certified
- Currently reside in the San Antonio or Dallas-Fort Worth area
Physical Demand Requirements:
- May require the ability to operate a company vehicle within assigned territory.
- May require the ability to reach, handle, squat, bend, climb, and keen 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.
The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.
What we offer:
Compensation: 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: $61,110 - $116,800.
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 assists employees with their professional goals.
For more details on our outstanding benefits, please visit our benefits page on
Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.
USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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