Senior Claims SIU Specialist

Turo

16d•$56,000 - $70,000•Hybrid

About The Position

The Senior Claims SIU Specialist plays a critical role in protecting Turo’s marketplace by independently handling the most complex, high-risk, and high-impact claims and trust and safety matters. This role requires deep expertise in Turo’s policies and procedures, strong investigative judgment, and the ability to make defensible decisions with significant financial, legal, and reputational implications for Turo and its hosts. Senior Specialists serve as subject matter experts, escalation partners, and trusted decision-makers, supporting both frontline teams and leadership by resolving nuanced issues, setting investigation standards, and influencing continuous improvement across Trust & Safety operations.

Requirements

Advanced investigative and analytical skills with the ability to evaluate complex evidence and draw defensible conclusions
Strong policy interpretation and independent decision-making skills
Excellent verbal and written communication skills, including the ability to explain complex or unfavorable decisions professionally and empathetically
Strong interpersonal and customer service skills, particularly in escalated or high-emotion situations
Excellent organizational and time management skills with the ability to manage a complex, high-priority caseload
Strong problem-solving skills and sound judgment when balancing fairness, consistency, and marketplace risk
Ability to function effectively in a fast-paced, high-stakes environment with shifting priorities
Proficiency with technology and case management tools, including macOS and Google Workspace
Demonstrates Turo’s values through work product and day-to-day team interactions
5+ years of experience in auto claims, SIU claims, fraud, investigations, or a related field

Nice To Haves

Bachelor’s degree preferred or equivalent professional experience
Experience handling complex, high-impact cases involving escalations, disputes, or arbitration strongly preferred

Responsibilities

Lead complex investigations and claim resolutions involving high-risk, high-impact matters
Independently investigate and resolve complex SIU claims and claims cases by interpreting policies and Protection Plans, analyzing evidence, assessing credibility, and making defensible decisions beyond standard guidelines
Serve as a senior escalation point for disputed determinations, reconsideration requests, and matters requiring arbitration or formal dispute resolution
Ensure all decisions are well-documented, policy-aligned, and defensible
Communicate directly with hosts and guests to gather information, explain complex determinations, set expectations, and negotiate resolutions
Handle high-emotion or sensitive interactions with professionalism, clarity, and empathy
Apply expert-level judgment in interpreting policies and procedures, including making exceptions when warranted to achieve fair and risk-appropriate outcomes
Partner with Trust & Safety leadership, Claims, Legal, Fraud/SIU, and cross-functional teams to address emerging risks and systemic issues
Participate in special projects, improvement initiatives, and business changes, including recommendations for policy updates, KPIs, and quality standards
Provide informal mentorship and guidance to junior specialists and support calibration efforts
Share best practices to improve consistency and quality across the organization
Attend meetings, training sessions, one-on-ones, and complete required administrative and documentation tasks

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