Lead Auto Damage Assessor - Field Response Unit (LOS ANGELES)

Why USAA?

Is this the next step in your career Find out if you are the right candidate by reading through the complete overview below.

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.

The Opportunity

As a dedicated Senior Auto Appraiser, you will work 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. You will be accountable for delivering exceptional member service through setting appropriate expectations, proactive communications, advice, and empathy.

This is a field-based role in the Southern California area. Candidates who are willing and able to work within this area and deploy as needed are encouraged to apply. Relocation assistance is not available.

This is an hourly, non-exempt position with paid overtime and potential CAT pay availability. A fleet vehicle is assigned for field responses with normal business travel, including virtual and physical deployments.

What you'll do :

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 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.

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.

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.

Acquisition and maintenance of insurance adjuster license within 90 days and 3 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)

ICAR Platinum certified

Active insurance adjuster license

Currently reside within the Southern California area

US military experience through military service or a military spouse / domestic partner

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 kneel 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 drivers license.

Compensation range : The salary range for this position is : $73,420 - $132,150

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

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.

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

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.

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, 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. xklufbp 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.