Senior Claims Operations Specialist

Socotra, Inc.; Nashville, Northern (TN, KY); Hybrid; USD 50,000 - 63,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Mental health benefits

Family building benefits

Child care and pet benefits

401(k) plan with company match

Paid time off

Job summary

Lyft is seeking a Claims Operations Specialist to support claim processing and inquiries, delivering an excellent customer experience. The role emphasizes cross-functional collaboration, timely communications, and operational excellence within the Risk Team.

The position requires 2+ years in customer support or claims, with empathy, integrity, and strong writing skills in a fast-paced environment. Remote in Nashville area with comprehensive benefits and growth opportunities.

Qualifications

• 2+ years experience handling and solving customer support issues, ideally in a safety or claims environment.
• Empathetic and sensitive to community while executing tasks.
• High standards, integrity and judgment.

Responsibilities

• Create initial loss reports and assist with processes for Lyft Healthcare, Lyft Bikes and Scooters.
• Respond to customer inquiries relating to claims and gather information for processing.
• Coordinate with cross-functional teams regarding claims processes and customer experience.
• Support adjusters and internal claims teams with investigative material and reporting.
• Develop clear written communications and reports for management.
• Assist with special projects including auditing and data reconciliation.

Skills

Customer support

Communication

Collaboration

Prioritization

Job description

At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.

Lyft is looking to add a Claims Operations Specialists to its growing Risk Team. The Operations Specialist position is an integral role assisting with the processing of claims and responding to inquiries to expedite the handling of claims. The focus of these roles will be cross-functional collaboration and enhanced customer communication focused on the best claims experience for our users. You'll balance day-to-day responsibilities between independent claims processing and working with our cross-functional teams with a focus on customer obsession and operational excellence.

Responsibilities:

• Create initial loss reports and assist with overall processes for Lyft Healthcare, as well as Lyft Bikes and Scooters
• Respond and assist with customer inquiries relating to claims
• Requests additional information, where necessary, for completion of claim processing
• Manages and coordinates next steps for Accidents; including missing claim searches, adjuster contacts, and enhanced customer experience
• Coordinate with cross functional teams regarding claims processes, system updates, and customer experience
• Gathers investigative material and general support to assist adjusters and internal claims teams
• Develops and delivers effective written and oral communications/reports to management
• Supports various Risk, Safety, Bikes & Scooters, Express Drive, Legal, Lyft Rentals, and Finance Teams regarding all aspects of insurance claims
• Supports and facilitates a team environment of continuous feedback and idea sharing with all team members and stakeholders
• Assist with special projects, including and not limited to auditing and data reconciliation
• Seeks out opportunities to gain broader insurance knowledge and cross-training

Experience:

• 2+ years experience handling and solving customer support issues - ideally in a safety or claims environment
• Empathetic and sensitive to our community while executing on assigned tasks
• Operates with high standards, integrity and impeccable judgment
• Excellent listening, communication, verbal, and writing (documentation) skills
• Comfortable in a fast-paced environment, subject to rapid change and uncertainty
• Ability to prioritize multiple assignments.
• Strong collaboration skills with peers and also cross-functionally.

Benefits:

• Great medical, dental, and vision insurance options with additional programs available when enrolled
• Mental health benefits
• Family building benefits
• Child care and pet benefits
• 401(k) plan with company match to help save for your future
• In addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Subsidized commuter benefits
• Monthly Lyft credits and complimentary Lyft Pink membership

Lyft is an equal opportunity employer committed to an inclusive workplace that fosters belonging. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, age, genetic information, or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.

This role is fully remote in Nashville, candidates for this role must be based in the Nashville metro area. #Remote

The expected base pay range for this position in the Nashville area is $50,180 - $62,730, not inclusive of potential equity offering, bonus or benefits. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.