Trust & Safety - Claims Specialist
About The Position
The Trust & Safety 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. What you will do 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.
Requirements
- 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
Nice To Haves
- Five years of auto claim experience
- At least two years related experience
- Bachelor's degree
Responsibilities
- Utilize their expertise and education to investigate claims with a high financial impact on Turo.
- 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.
Benefits
- 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
