PRIMARY PURPOSE:

Responsible for training, mentoring, controlling quality and providing technical assistance on material damage for the Desk Appraisal Unit (NEST).  Ensure customer needs are satisfied while driving cost-saving behaviors that center on accurate repair procedures to return damaged vehicles back to pre-accident condition. This job will require some travel but is based remotely.  The ideal candidate will be within driving distance to the Winston Salem, NC Claims Office. (Additional candidate locations: Charlotte, Greensboro, Raleigh, Norfolk, Richmond, Columbia, Greenville, Atlanta)

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Following is a summary of the essential functions of this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Evaluate performance and skill level of NEST representatives
• Serve as SME for all Material Damage matters within the NEST
• Delivering training to NEST staff on material damage to further skillset and understanding as it pertains to photo estimating
• Conduct virtual or in person ride alongs and re-inspections with NEST Appraisers
• Oversight of reparability decisions that may warrant further review.
• Serve as mentor and subject matter expert for NEST representatives, claim representatives, and managers on Material Damage issues; provide direction and advice to resolve complex material damage claims as needed
• Tracking behavioral and estimatic opportunities to aid in the quality alignment of our material damage organization
• Support and provide guidance on unique vehicles or claim situations that may arise
• Serve as a subject matter expert for audit questions and issues
• Participation in NEST auditing process
• Handle routine and complex material damage claims with little or no supervision
• Stay informed of changes in the collision repair industry as well as statutory and regulatory changes as they relate to material damage; communicate changes to NEST managers
• Assist in developing estimating best practices and other company processes regarding material damage issues
• Drive quality improvement through continuous coaching and development
• This is a remote position but will require some travel

MINIMUM SKILLS AND COMPETENCIES:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s Degree or in-lieu of degree equivalent education, training and work-related experience in any combination of the areas: automobile estimates, collision repair and/or insurance environment
• High school diploma or general education degree (GED) required
• Must possess appropriate state licensing and continuing education to keep the license current
• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Proficient with the claims processing system
• Proficient with approved automated estimating software and accompanying workflow management software
• Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
• Solid understanding of the processes and procedures in the following areas: structural damage, frame repair, refinishing, body repair and potential issues that may arise based on initial damages
• Ability to independently solve complex material damage issues
• Proficient understanding of insurance law as it relates to material damage claims in select territories
• Basic understanding of claim policies & procedures
• Must possess effective verbal and written communication skills
• High degree of initiative, mature judgment, and discretion
• Ability to resolve conflicts and empathize with customers
• Strong negotiation skills

DESIRED SKILLS:

• Successful completion of Estimate Writer training
• Successful completion of ICAR or other industry related courses or workshops (i.e. Chief Structural Damage Analysis, Chief Advanced Frame, Chief Advanced Steering and Suspension Analysis)
• Possess industry-related certifications (i.e. ASE Certification, ICAR Gold/Platinum Certification

National General is a leading insurance carrier which has been in the industry since 1939. Through subsidiaries and other affiliated companies, National General offers homeowners, flood, personal and commercial auto, RV, motorcycle, life, accident and supplemental health insurance products. National General Insurance is a thriving company committed to ensuring that our employees achieve their personal best. Our employees are advancing their careers at a best-in-class insurance provider that is an industry leader in innovation. We give employees resources which enable them to take charge of their own future success.