Key Responsibilities and Required Skills for a Field Auto Adjuster

🎯 Role Definition

As a Field Auto Adjuster, you are the crucial first responder and trusted guide for our customers after an automotive incident. You will blend deep technical expertise in auto damage assessment with compassionate customer service to independently investigate, evaluate, and resolve property damage claims. This is a dynamic, field-based position where you'll manage your own schedule, travel within an assigned territory using a company vehicle, and build strong relationships with policyholders and repair partners to ensure a smooth, transparent, and fair claims experience. You are the face of our company, empowered to make a direct and positive impact during a customer's time of need.

📈 Career Progression

Typical Career Path

Entry Point From:

Auto Body Technician or Estimator
Automotive Service Advisor
Inside Claims Adjuster or Desk Appraiser

Advancement To:

Senior Field Auto Adjuster / Large Loss Specialist
Claims Team Lead or Supervisor
Claims Manager / Field Unit Manager

Lateral Moves:

Subrogation Specialist
Special Investigations Unit (SIU) Investigator
Total Loss or Specialty Claims Unit

Core Responsibilities

Primary Functions

Conduct prompt, thorough, and objective in-person inspections of damaged vehicles at various locations, including policyholder homes, body shops, and tow yards, to accurately assess the full scope of damage.
Develop precise, comprehensive, and fair repair estimates using industry-leading software such as CCC ONE or Mitchell, ensuring all calculations adhere to company guidelines and industry best practices.
Skillfully negotiate agreed-upon repair prices and labor times with auto body shops and repair facilities, fostering positive, professional relationships while effectively managing claim costs.
Investigate the facts of loss for moderately complex claims by interviewing insureds, claimants, and witnesses to determine liability and confirm coverage under the policy.
Clearly and compassionately explain the claims process, coverage details, settlement options, and repair procedures to customers, setting realistic expectations and ensuring a high level of customer satisfaction.
Independently manage and resolve a pending caseload of first and third-party auto property damage claims, prioritizing tasks effectively to meet and exceed cycle time and quality goals.
Accurately determine if a damaged vehicle constitutes a total loss by comparing the cost of repairs to its actual cash value (ACV) and processing the total loss settlement in accordance with all state regulations.
Maintain meticulous, timely, and professional documentation of all claim activities, investigative findings, conversations, and settlement decisions within the company's claims management system.
Issue claim settlement payments to policyholders, claimants, and vendors, ensuring accuracy, proper authorization, and compliance for all financial transactions.
Proactively identify and thoroughly document potential subrogation opportunities, referring them to the appropriate department to pursue recovery from at-fault parties.
Recognize and flag suspicious or potentially fraudulent claim activities, collaborating closely with the Special Investigations Unit (SIU) by providing detailed referrals and support.
Operate with a high degree of autonomy, effectively managing your own daily schedule, travel routing, and appointments within an assigned geographic territory to maximize efficiency.
Stay current with evolving state-specific insurance regulations, company best practices, and advancements in modern vehicle technology and complex repair methodologies.
Evaluate, negotiate, and settle first and third-party Uninsured/Underinsured Motorist Property Damage (UMPD/UIMPD) claims with a strong understanding of policy provisions.
Proactively communicate claim status updates to all relevant parties, including customers, agents, and internal partners, to ensure transparency and a seamless experience.
Assess and handle related claims involving diminished value, rental vehicle reimbursement, and loss of use, explaining the process and settlement basis clearly to claimants.
Critically review police reports, scene photographs, witness statements, and other evidence to reconstruct accident details and support liability decisions.
Provide exceptional, empathetic customer service throughout the entire life of the claim, de-escalating conflicts and resolving customer concerns with professionalism and care.
Secure clear and detailed recorded statements from individuals involved in the loss to gather critical information for the claim investigation and liability determination.
Collaborate effectively with Bodily Injury adjusters, legal counsel, and other internal partners on claims involving both physical damage and injuries to ensure a coordinated and holistic customer response.
Utilize virtual estimating tools and photo-based estimating technology to supplement field inspections, improve efficiency, and enhance the customer experience where appropriate.
Manage the end-to-end salvage process for total loss vehicles, coordinating with salvage yards to secure, process, and dispose of the vehicles in a timely and compliant manner.

Secondary Functions

Support ad-hoc data requests and exploratory data analysis.
Contribute to the organization's data strategy and roadmap.
Collaborate with business units to translate data needs into engineering requirements.
Participate in sprint planning and agile ceremonies within the data engineering team.

Required Skills & Competencies

Hard Skills (Technical)

Estimating Software Proficiency: Expert-level ability to write accurate estimates in systems like CCC ONE, Mitchell, and/or Audatex.
Automotive Expertise: Deep knowledge of automobile construction, parts, modern materials (e.g., aluminum, high-strength steel), and complex repair processes.
Claims Investigation: Proven ability to investigate liability, interpret policy language, and make coverage decisions.
Negotiation Mastery: Strong skills in negotiating repair costs, total loss values, and claim settlements with various parties.
Technical Literacy: Competency with Microsoft Office Suite (Word, Excel, Outlook) and claims management platforms (e.g., Guidewire, ClaimCenter).
Driving Record: Possession of a valid driver's license and a consistently safe and clean driving record.
Regulatory Knowledge: Ability to understand and apply state-specific insurance laws, regulations, and fair claims practices.

Soft Skills

Exceptional Customer Focus: A genuine passion for helping people, demonstrating empathy, patience, and a service-oriented mindset.
Superior Communication: Excellent verbal and written communication skills, with the ability to explain complex topics simply and professionally.
Time Management & Organization: World-class organizational skills to manage a mobile workload, prioritize tasks, and meet deadlines independently.
Critical Thinking & Judgment: The ability to analyze complex situations, make sound, independent decisions, and solve problems effectively.
Attention to Detail: A high degree of accuracy and thoroughness in all aspects of work, from vehicle inspection to file documentation.
Adaptability & Resilience: Ability to thrive in a fast-paced, ever-changing environment and handle challenging conversations with professionalism.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or GED equivalent.

Preferred Education:

Bachelor's Degree from an accredited college or university.

Relevant Fields of Study:

Business Administration
Automotive Technology

Experience Requirements

Typical Experience Range:

2-5+ years of hands-on experience in auto claims adjusting or as an estimator in an auto body repair facility.

Preferred:

Prior experience working as a field auto damage appraiser for an insurance carrier.
Possession of an active adjuster's license in the home state and/or surrounding states.
I-CAR certifications or other industry-specific training.