Claims Loss Specialist

About the team

The Total Loss Claims Specialist will handle claims involving higher complexity, requiring significant levels of understanding and interpretation of Turo's operating policies and procedures. They will independently conduct investigations to understand causation, determine if coverage applies and exercise their judgment on matters of significant financial impact to Turo and Turo's hosts.

Utilize their expertise and education to investigate claims with a high financial impact on Turo. They will interpret policies, determine appropriate methods of investigation, interview customers and assess credibility, analyze damages, and determine on behalf of Turo if a host is eligible for Protection.

Communicate with customers to gather information, explain protection and procedures, educate the hosts, explain why coverage is or is not applicable in certain circumstances and effectively negotiate claim resolutions.

Investigate and make recommendations, on behalf of Turo management, for requests for escalation or reconsideration from standard/fast track claims teams, including review of Fair Claims and presentation to arbitration as needed.

Apply your discretion and judgment to waive or make exceptions to process and policy to achieve the right outcome for our host, when warranted.

Participate in special projects, improvement actions or other business changes, including making recommendations on claims process improvements, objectives, and KPIs.

Attend meetings, huddles, 1x1 and training.

Performs other related duties as assigned.

• Investigative mindset to seek out information with the ability to analyze evidence and draw conclusions based on logical reasoning.
• Strong ability to exercise independent judgment and decision-making beyond established guidelines and processes.
• Ability to explain complex situations, using clear and concise language.
• Strong organizational skills, with an ability to independently manage a pending inventory of claims assigned to you.
• Proficient in reviewing and evaluating estimates, strong understanding of collision damage theory, to determine both causation and costs.
• Communicate clearly, professionally, and empathetically.
• Strong proficiency in verbal and written customer service communications.
• Ability to multitask across technical platforms.
• Proficiency with technology: macOS and Google Docs.
• Bonus if you have Bachelor's degree.

For this role, the target base salary range in Phoenix is $50,000 - $65,000 annually. This role is also eligible for equity and benefits. In general, our ranges reflect the market-based target for new hire salaries based on the level and location of the role. Within the range, individual pay is determined by objective factors assessed during the application and interview process, such as job-related skills, experience, and relevant education or training.

This role also calls for a hybrid in-office work arrangement. Turo highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule — Turo staff will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays.

• Competitive salary, equity, benefits, and perks for all full-time employees.
• Employer-paid medical, dental, and vision insurance (Country specific).
• Retirement employer match.
• Learning & Development stipend to invest in your professional development.
• Turo host matching program.
• Turo travel credit.
• Cell phone and internet stipend.
• Paid time off to relax and recharge.
• Paid holidays, volunteer time off, and parental leave.
• For those who are in the office full-time or hybrid we have in-office lunch, office snacks, and fun activities.

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