Physical Damage Specialist - Field

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.

As a dedicated Field Physical Damage Specialist, you will, within defined guidelines and framework, be responsible for building relationships and providing oversight of our third-party vendors through virtual or in person interactions with members, claimants, and third-party personnel. Drives USAA's financial strength by ensuring accuracy and quality of third-party vendors’ work product. Works to resolve problems with a focus on the mission and core values providing exceptional member experiences. This is a field-based role in San Antonio, TX, with travel requirements to South Texas and surrounding areas. Candidates who live and are willing and able to work in the San Antonio, TX area are encouraged to apply.

Responsible for on-boarding, oversight, maintaining partnerships, and coaching to performance of our contractual and/or operational goals as applicable. Evaluate vendor work product to ensure quality, accuracy, and adherence to the terms and conditions of the contract. Collaborate with 3PRM on vendor footprint to balance member needs and operational resources. Responsible for complaint and payment discrepancy resolution within the vendor MOI. Analyzes information obtained to establish and provide direction on compliance for regulatory requirements and settlement value on total loss situations Assist with managing output/throughput and associated USAA adherence guidelines affiliated with Auto Physical Damage processes (e.g., Rental, Alternative Parts Utilization, Vehicle Owner Communication, Assignment Completions). Evaluate, investigate, and negotiate first- and third-party automobile physical damage claims, determining settlement value and resolving claims within established authority limits, including excessive storage charge negotiations. Provide decisions and guidance on physical damage losses through proactive problem-solving and sound judgment, escalating requests for additional authority when appropriate. Clearly document thought process including damage evaluation, investigation, negotiation, and settlement decisions. Analyzes information obtained to establish compliance for regulatory requirements and settlement value. Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures. Collaborates and sets expectations with external and internal business partners to facilitate claims resolution. Support work surges and 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. Applies proficient knowledge of P&C insurance industry products, services, to include P&C insurance policy contracts, coverages and internal claims handling process and procedures. ​ What you have: High School Diploma or General Equivalency Diploma. 4 years of 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, solve problems and effectively communicate next steps and path to resolution. Effectively communicates through multiple channels to include utilization of digital tools