Auto Physical Damage Specialist

The Auto Physical Damage Specialist ensures accurate, timely, and fair resolution of auto physical damage claims while maintaining strong relationships with repair facilities and stakeholders. This role combines technical expertise with leadership in auditing, training, and managing Vermont Mutual’s Guaranteed Repair Network (GRN).

DUTIES & RESPONSIBILITIES

• Manage assigned claims to ensure outcomes align with policy language, damages, and legal requirements.
• Must have the technical knowledge to write virtual repairable estimates and complete/review total loss valuations
• Make accurate decisions on the determination of repairable vs total loss.
• Review new losses and diary files; provide direction to body shops, appraisers, vendors, and experts.
• Collaborate with internal claims professionals and management to ensure consistent, efficient and accurate handling of auto physical damage claims.
• Address causation questions and approve repair scope, pricing, and methods.
• Refer complex coverage or damage matters to the APD Examiner and Claim Manager.
• Ensure proper file handling, documentation, and expense control.
• Communicate courteously and accurately with internal and external customers regarding claim status and repair issues.
• Handle a wide range of auto physical damage claims including liability, collision, comprehensive, glass, and towing.
• Review subrogation demands under $3,000 for accuracy.
• Mitigate and help others to mitigate advance total loss storage charges.
• Serve as a technical resource through mentoring and knowledge sharing.
• Maintain responsiveness and effective verbal and written communication.
• Nominate, onboard, train, coach and oversee a geographic territory of body shops on the Guaranteed Repair Network (GRN); address issues and recognize performance.
• Deliver technical training to repair facilities, agents, adjusters, and clerical staff.
• Coordinate and report reinspection results where required.
• Respond to customer, agency, and regulatory correspondence.
• Perform other duties or special projects as assigned.

SUPERVISION RECEIVED

The Claim Manager provides general direct supervision.

SUPERVISION EXERCISED

None

QUALIFICATIONS

• Bachelor's degree in business, insurance or a related field, or its equivalent.
• Five or more years of relevant claim technical experience with demonstrated achievement and progressive responsibilities. Relevant experience can substitute for the degree requirement.
• Demonstrated commitment to professional development through continuing education related to the job through the attainment of recognized industry designations such as I-Car, ASE, AIC, AEI, or CPCU programs, etc.
• Appropriate state Appraiser’s and/or Adjusters License(s) where required by law.
• Strong knowledge of the auto repair business, and the personnel and body shops in our states.
• Dedicated to technical lifelong learning, keeping informed of industry news, trends, issues, etc.
• Thorough understanding of the insurance industry and company operations.
• Superior analytical, problem-solving and negotiation skills.
• Excellent verbal and written communication skills.
• Demonstrated ability to exercise good judgment in dealing with professional and personnel matters.
• Proven ability to work effectively with a wide array of outside firms and organizations.
• Strong customer Service orientation.
• Proficiency with technology and PC applications including CCC, Audatex, Microsoft Office (Word, Excel & Outlook), iNow and ImageRight.
• Ability to perform job responsibilities under stressful circumstances.

PHYSICAL DEMANDS/WORKING CONDITIONS

The physical demands are typical of similar jobs in comparable organizations.

• The work environment is representative and typical of similar jobs in comparable organizations.
• Occasional overnight travel and travel to Home Office.
• Potentially subject to adverse weather and stressful situations with respect to claim disputes.
• This is an office-based hybrid position.