Auto Damage Appraiser Senior - Westborough Territory

Arbella Insurance Group; Wakefield (NE); On-site; USD 75,000 - 80,000; Full time

Job summary

Arbella Insurance Group is seeking an experienced auto physical damage appraiser to inspect and estimate 1st and 3rd party vehicle damage both on-site at drive-ins and in the field.

You will negotiate repair costs with facilities, authorize supplements, and perform re-inspections to ensure quality and timeliness. Mentoring junior appraisers and staying current with repair techniques are essential parts of the role.

Qualifications

• Education equivalent to an associate degree or high school diploma supplemented by auto/engine repair coursework.
• 5+ years of hands-on auto physical damage estimating experience.
• Strong technical knowledge for ADA position and repair processes.
• Excellent interpersonal and written/oral communication skills.
• Ability to collaborate with team and support other appraisers.
• Mentor and onboard new appraisers.
• Maintain valid driver's license and current appraiser license.

Responsibilities

• Completes a thorough inspection of 1st and 3rd party vehicles for collision/comprehensive damage according to Arbella guidelines.
• Negotiate completed appraisals with repair facilities to obtain agreed repair cost; inspect and authorize supplement repairs as necessary.
• Completes re-inspections of repaired vehicles to ensure repair compliance.
• Prepares accurate and timely estimates for the repair of vehicle damage with photographic/video documentation.
• Manages work assignments and scheduling of appointments with customers and facilities to ensure timely estimates.
• Identifies potential fraud and inconsistencies between loss description and damage; alerts claim owner.
• Provides high level customer service, timely responses via phone, email, or text.
• Observes repair work and stays updated on repair techniques; participates in ongoing education.
• Maintains strong intra-department relationships and teamwork.

Skills

Auto damage estimation

Customer service

Communication skills

Mentoring

Education

Associate degree or equivalent

High school diploma with auto coursework

Tools

Appraiser license

Driver's license

Job description

Why Arbella?

At Arbella, we're focused on people. We work hard to attract and retain the best. That means providing a great work environment, encouraging work/life balance, offering flexible work arrangements, and competitive, industry-leading salaries and benefits packages. We invest in our employees and encourage them to grow so that we, too, can grow as a company.

Other perks include:

• On-site gym and fitness classes and one-on-one personal training

• On-site nurse, nutritional counselling, and mental health resources

• Full-service cafeterias

• Free shuttle service to Quincy Adams T Station

• Tuition assistance programs

• Opportunities to get involved: Arbella Activities Committee, Diversity and Inclusion Council, and more

• A company committed to community: volunteer opportunities, employee-led community efforts, and the Arbella Insurance Foundation

• Robust training, mentorship, and professional/personal development programs

• Colleagues who genuinely care about each other

Arbella is committed to building a workplace that’s diverse, inclusive, and equitable for everyone. We've created a culture that supports a diverse workplace where all are valued for their talents and are empowered to reach their full potential.

It's no wonder our employees have voted Arbella one of the Boston Business Journal's "Best Places to Work" every year since 2009!

Working independently inspects and prepares estimates for repair of 1st and 3rd party auto physical damage claims both in the field and at drive-in locations. Appraisal assignments will be of moderate to high complexity, inclusive of non-drivable, non-repairable vehicles and heavy equipment. Appraisers will prepare total loss evaluations, considering vehicle condition and research into market values. Collaborates with team to provide coverage and facilitate the timely completion of appraisals in keeping with customer experience and department expectations. Subject matter expert for claim team on repair disputes, repair facility charges and potential fraud. Mentors new appraisers, provides on-site Branch Claim Office guidance for claim staff and assists with the onboarding of new Claim employees.

Key Responsibilities:

• Completes a thorough inspection of 1st and 3rd party vehicles for collision/comprehensive damage in accordance with Arbella guidelines with a high degree of accuracy.

• Negotiates completed appraisals with repair facilities to obtain agreed repair cost. Inspect and authorize supplement repairs as necessary to ensure quality service and thorough repair of vehicle damage.

• Completes re-inspections of repaired vehicles for repair compliance, in accordance with paid repair estimates.

• Prepares accurate and timely estimates for the repair of vehicle damage. Estimates should include photographic/video documentation of the vehicle including the subject damage and any prior damage.

• Effectively manages work assignments, including the scheduling of appointments with customers and repair facilities, ensuring that estimates are prepared timely, following vehicle inspection.

• Identify potential fraud and inconsistencies between the loss description and the physical damage, alerting the Primary Claim owner of any concerns.

• Provides the highest level of service and value to the customer, including flexibility in scheduling of appointments, returning telephone/email/text message inquiries timely and professionally.

• Participates in a program of self-education through observing repair work and keeping abreast of new repair techniques and procedures.

• Maintain strong intradepartmental collaborative/working relationships, professional and timely communication and responsiveness, with a focus on teamwork.

• Act as a subject matter expert for claim professionals on repair timeframes, delays and reasonable repair facility charges. Spends time within BCO to provide appraiser presence, develop & build relationships.

• Work with repair/towing facility to secure advance charges for non-repairable vehicles, completing vehicle pick-up request and notifying the relevant parties of the vehicles status.

• Demonstrate flexibility in regional assignments, assists with overflow and volume fluctuations in adjacent workgroups, work days (Saturday) and demands associated with catastrophic (CAT) events.

• Acts as mentor, providing guidance to newer/less experienced appraisers, acting as a resource, provides support and facilitates learning.

• Performs other related duties as required.

Key Requirements:

• Education equivalent to an associate degree, or high school diploma supplemented by educational course work in auto or engine repair, or the equivalent in related work experience.

• On the job/technical physical damage estimating experience 5+ years, with demonstrated industry/repair knowledge.

• Demonstrates strong technical knowledge and skills consistent with requirements of the ADA position.

• Demonstrates effective interpersonal communication skills, written and oral.

• Proactively seeks opportunities to assist team/team members outside of assigned region or territory to meet business need and drive exception customer experience.

• Maintains positive and professional working relationships with co-workers, peers and others within the organization. Demonstrate ability to collaborate effectively, maintain positive working relationships and work with others to achieve department goals.

• Exhibits exceptional customer service, collaboration and time management skills.

• Supports the development and learning for new appraisers, acting as a mentor and resource.

• Maintains a customer focus, demonstrating flexibility to meet customer needs/expectations, leveraging technology and communication to provide an exceptional customer experience.

• Demonstrates working knowledge of personal auto policy language and workflow/processes of an auto physical damage claim.

• Successfully completes required in-house training, participates in on-site training at repair shops, and completes required industry training and certifications.

• Maintains a valid driver's license (in good standing) and a current appraiser license.

Our current reasonable and good faith estimate of the annual salary or hourly wage range for this position is approximately $75,000 ($39.79 an hour) - $80,000 ($42.45 an hour) based on a variety of factors including, but not limited to, relevant skills and experience.

Please note: The advertised pay range is not a guarantee or promise of a specific wage.

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