Claims Resolution Specialist II

Liberty Mutual Fire Insurance Co.; Liberty Lake (WA); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Liberty Mutual Fire Insurance Co. is seeking a Desk or Hybrid Auto Damage Appraiser to perform quality appraisals of damaged vehicles, virtually from photos or in-person, and handle moderate to high complexity claims within authorized limits.

You will explain the repair process to customers, write damage estimates, negotiate with auto body shops, and conduct independent re-inspections as needed. The role supports claims management and requires strong analytical and communication skills.

Qualifications

• Bachelor's degree or equivalent experience and 1-3 years of directly related experience.
• Auto Damage Appraisal Licensing and certification are required.
• Experience using auto estimating software such as CCC Pathways, Audatex or Mitchell is preferred.

Responsibilities

• Provide empathetic service to customers during claims processing.
• Explain repair processes and damage details to customers; write estimates.
• Negotiate with auto body shops on repair strategies and costs; conduct re-inspections as needed.
• Prepare itemized appraisals with costs for parts, materials and labor.
• Resolve disagreements with shops, adjusters, claimants and policyholders; assist management.

Skills

Customer service

Communication

Analytical thinking

Negotiation

Education

Bachelor's degree or equivalent

Tools

CCC Pathways

Audatex

Mitchell

Job description

Description

Do you thrive in a high-volume, fast-paced environment?

Do you enjoy the challenge of a role where no two days are alike? We are looking for positive, high-energy, passionate auto damage appraisal professionals.

As a Desk or Hybrid Auto Damage Appraiser, you will be completing quality appraisals of damaged vehicles either virtually with reference to photos or occasionally in-person, to help our customers restore vehicles to their pre-loss condition. You will complete moderate to higher complexity claims within assigned authority limits. Daily expectations include explaining the repair process and damage details to our customers, writing original and supplemental damage estimates, making total loss determinations and valuations, negotiating with auto body shops on repair strategies and costs, and occasionally conducting independent adjuster appraisal re-inspections. You will provide best-in-class service to our internal and external customers and need to have strong analytical, organizational and multi-tasking skills, and be a time management expert. We look for people who are creative, love problem solving, and have a passion for helping others. Your job involves speaking to and engaging with customers who have just been in an accident and need your help and this is where the passion for service comes into play. We strive to treat our customers as we would want to be treated!

With ample growth opportunities, you are in-charge of your future. If you are selected for one of our Desk Appraisal roles, the position will offer a hybrid at-home and in-office work schedule in one of our hub office locations, including Liberty Lake, WA, Chandler, AZ, Naperville, IL, or Plano, TX. If you are selected for a Hybrid Appraisal role, you may be based near one of those office locations or in a remote location where we have need for in-person Appraisal support.

Training is a critical component to your success and that success starts with reliable attendance. Attendance and active engagement during training is mandatory

Responsibilities:

• An Empathetic Service Professional: When a claim is received, you skillfully use your customer centricity skills to confidently assure our customers that you are there to guide them through the process.
• A Front Lines Liaison: You rise to the role of representing the Liberty brand, you believe in delivering on our promise.
• A Reliable Teammate: Whether you work at the office or from home, you adapt well to different environments, schedules and the varying needs of our customers.
• A Problem Solver: Integrity is in your nature and critical thinking is part of your decision-making process. That means you sincerely care that customers get exactly what they paid for and need to embrace today and confidently pursue tomorrow.
• Using multiple software systems and claims best practices, you will prepare itemized appraisals indicating costs of parts, materials and labor necessary to restore damaged vehicles to their pre-damage condition.
• You will provide technical advice on vehicle repair, parts costs, garage expertise and opinions on specific damages.
• You will complete auto body shop, independent re-inspections, and supplements as warranted to verify damage or confirm repairs are completed.
• You will resolve disagreements and negotiate with auto body shops, Independent Adjusters, claimants and policyholders and assist claims management in the resolution of complaints and evaluate claims for potential fraud or subrogation.
• May be called upon for catastrophe duty.

Qualifications

Qualifications

• An engaging, outgoing personality, a passion for helping customers, and demonstrated ability to effectively communicate in both written and verbal form.
• Extensive knowledge of automobile parts and repair techniques, terminology and vehicle construction.
• Prior experience using auto estimating software, CCC Pathways, Audatex, Mitchell, etc.
• Requires strong negotiation, analytical, decision-making, organizational and computer skills, as well as the ability to work with multi-faceted systems.
• A Bachelor's degree or equivalent experience and 1-3 years of directly related experience.
• Auto Damage Appraisal Licensing and certification are required.

Varying conditions may be encountered while inspecting vehicles.

Must be able to work outside in inclement weather conditions and drive substantial distances.

While performing the duties of this job, the employee will be required to complete inspections of damaged vehicles which will include but not be limited to inspecting the underside of and around vehicles, inspecting vehicles in tight quarters at body shops and salvage yards, etc.

About Us

Pay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the nati