Senior Auto Appraiser - Field for Baltimore and Montgomery County, MD

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.

We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

The Opportunity

This is a field based role in the Baltimore and Montgomery County, MD area. Candidates who are willing and able to work in this are encouraged to apply.

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.

What you'll do:

• With the use of digital tools, evaluates and appraise 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 plans and timeline for repair in support of fast and accurate claims adjudication.
• Responsible for reviewing additional damage 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 for 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.
• 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 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.
• Works various types of claims, including ones 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.

W]]><