Senior Field Auto Appraiser (Remote-Phoenix)

Primary Accountabilities:

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  Acquiring claims knowledge.
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  Attends a new employee training program that includes claim processing in various systems, policy and procedures and company culture and its application to the Claim environment.
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  Participates in an on the job training program and job shadowing experience which provides opportunities to apply claim processing knowledge gained through the New Employee Training Program.
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  Partners with management to select and enroll in collision repair education courses offered by I-Car and is actively working towards certification in Professional Development plan.
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  Handles files with limited authority based on managers discretion.
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  Other duties as assigned.

Estimating Loss and Damages

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  Determines all parties with an insurable interest including owner, names insured, lien holder, and lessor.
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  Acquires report from local, municipal, and state agencies. Continues to learn to identify and utilize key information from the reports.
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  Takes and/or acquires appropriate digital images to properly document the claim file.
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  Develops a comprehensive understanding of and the ability to interpret automobile policies, including applicable endorsements to resolve issues.
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  Writes and reviews damage estimates utilizing estimating software.
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  Learns to handle more complex losses.
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  Applies all current recommended vehicle repair and replacement procedures, is aware of safety related repair issues and advanced vehicle systems.
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  Demonstrates knowledge to answer most physical damage questions.
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  Develops the ability to research more complex issues.

File Management

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  Actively manages individual claim inventory and works toward meeting cycle time goals for closing assignments or files.
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  Utilizes the electronic integrated claim system to complete and document actions throughout the life of the file or assignment.
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  Conducts initial review of claims or assignments received to identify prior actions taken and determine next steps.
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  Contributes to the team environment by assisting with claims or assignments from other appraiser s inventories in their absence.
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  Responds to customer inquiries, makes appropriate decisions and closes file as needed.
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  Makes independent decisions and self supervises most files recognizing when assistance is needed.

Investigation

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  Investigates cause and origin of claims by contacting the appropriate parties.
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  Identifies complex issues and seeks assistance as needed from management.
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  Recognizes when to secure public documents to complete a claim file investigation.
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  Secures, preserves and maintains evidence in a legal manner.
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  Identifies fraud files and seeks assistance as needed.
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  Estimates or establishes salvage values.
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  Understands and recognizes the difference between total loss and repairable vehicles.
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  Considers factors such as hidden damage, open items, vehicle rental, and salvage value.

Policy Determination and Analysis

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  Interprets and determines state-specific differences in policies and contract coverages and applies to all parties for assigned losses.
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  Interprets claim history coverages.
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  Identifies state-specific legislation and legal precedent based on prior legal cases for assigned geographical area. Seeks assistance as needed.
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  Utilizes company claim memos, manuals, and best practices.
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  Demonstrates basic knowledge of underwriting guidelines inspects risks and makes recommendations to the Underwriting Department as needed.
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  Applies decision making process to available data to determine extent of coverage or non-coverage and communicates results to appropriate parties.

Negotiations, Settlement

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  Handles negotiations by setting and providing the best customer experience in the industry.
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  Recognizes controls and resolves disputes with tact and diplomacy.
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  Notifies or directly involves the agent in the dispute resolution.
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  Utilizes arbitration, appraisal and alternate dispute resolution as needed.
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  Recognizes when assistance is needed and obtains it.
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  Provides a clear explanation of the estimate to the customer, answers all questions and processes the claim payment.
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  Negotiates physical damage settlements with a diverse customer base and explains physical damage settlements including total losses so they are understood.
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  Explains correct repair methods and identifies the industry approved equipment needed to complete the repairs.
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  Negotiates repair prices and techniques with repair facilities and customers. This includes the use of aftermarket parts, salvage parts, repair versus replacement, and betterment.

Vendor Relationship

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  Establishes rapport with network shops and builds ongoing relationship with shops to ensure industry leading customer service.
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  Partners with shops to provide seamless customer service.
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  Provides customer feedback to shops to help inform current and future customer interactions.
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  Provides feedback to management during any shop evaluation process to determine shop placement and performance.

Training and Additional Assignments

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  Where possible, serves as a mentor to lower level staff appraisers and/or desk auditors on all aspects of file handling.
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  Serves as an expert resource for lower level staff appraisers and/or desk auditors on policy interpretation and analysis
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  Conducts training for claims personnel, independent appraisers, network repair facilities and others as required.
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  Conducts reinspections on estimates written by staff, independents or network repair facilities or others as required.
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  Experience/Skills Requirements
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  Experience with an Electronic Estimating System (i.e. CCC, ADP, Mitchell), and Microsoft Office required (Word, Windows, and Excel).
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  Position requires the ability to perform basic math calculations (addition, subtraction, multiplication, and division) as well as the calculation of averages and percentages.

Education Requirements

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  High School Diploma or Equivalent Required.
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  Must have a valid Driver s License.