Claims Total Loss Specialist

Turo Inc.; Arizona; Hybrid; USD 50,000 - 65,000; Full time

Benefits offered by this job

Equity

Employer-paid medical/dental/vision

Retirement match

Learning stipend

Host matching program

Turo travel credit

Cell phone stipend

Paid time off

Job summary

Turo Inc. in Phoenix seeks a Total Loss Claims Specialist to manage high-complexity investigations, determine coverage, and exercise judgment on financially impactful host claims.

You will interview customers, assess credibility, analyze damages, explain protection applicability, and negotiate resolutions with hosts and management.

This hybrid in-office role requires independent thinking, strong communication, and collaboration to improve claims processes; in-office 3 days weekly.

Qualifications

• Investigative mindset to seek information and analyze evidence.
• Ability to exercise independent judgment beyond guidelines.
• Ability to explain complex situations clearly.
• Strong organizational skills to manage a pending claims inventory.
• Understanding of collision damage theory to assess causation and costs.
• Excellent verbal and written customer service communication.
• Proficiency in multitasking across technical platforms.
• Proficiency with macOS and Google Docs.
• Bachelor's degree preferred.

Responsibilities

• Investigate high-impact claims and determine coverage applicability.
• Interview customers, gather information and assess credibility.
• Analyze damages and determine eligibility for Protection.
• Explain protection and procedures to hosts; negotiate resolutions.
• Review escalation requests and participate in arbitration if needed.
• Apply discretion to waive or deviate from policy when appropriate.
• Participate in claims process improvements and KPIs.
• Attend meetings and trainings.
• Perform other related duties as assigned.

Skills

Investigative mindset

Independent judgment

Clear communication

Organizational skills

Collision damage theory

Multitasking across platforms

macOS & Google Docs

Verbal & written communication

Education

Bachelor's degree (preferred)

Tools

macOS

Google Docs

Job description

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.

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.

Performs other related duties as assigned.

Your profile

• 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.

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.

We are committed to building a diverse team. If you are from a background that's underrepresented in tech, we'd love to meet you. Aside from an award winning work environment and the opportunity to be part of the world's largest car sharing marketplace, we are also growing the team quickly. Even if you don't meet every qualification, we are looking for people with enthusiasm for what we do and we will consider you for this and other possibilities.

About Turo

Turo is the world’s largest car sharing marketplace where you can book the perfect car for wherever you’re going from a vibrant community of trusted hosts across the US, UK, Canada, Australia, and France. Whether you're flying in from afar or looking for a car down the street, searching for a rugged truck or something smooth and swanky, Turo puts you in the driver's seat of an extraordinary selection of cars shared by local hosts. Discover Turo at https://turo.com, the App Store, and Google Play, and check out our blog, Field Notes. Read more about the Turo culture according to Turo CEO, Andre Haddad.

Turo is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program. Women, minorities, individuals with disabilities and protected veterans are encouraged to apply. We welcome people of different backgrounds, experiences, abilities and perspectives. Turo will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable. We welcome candidates with physical, mental, and/or neurological disabilities. If you require assistance applying for an open position, or need accommodation during the recruiting process due to a disability, please submit a request to People Operations by emailing [e-mail].