Senior SIU Desk Investigator (Remote, Contract)
AssuredSalary not specified
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Insurance, AutomotiveIndustries
Requirements
- Proven experience liaising with Australian regulatory bodies, particularly the Australian Financial Complaints Authority (AFCA), to manage complaints and dispute resolutions
- Strong background in handling complex escalations, total loss, and third-party motor claims, including settlements, offers, credit hire, and litigation processes
- Proven experience in payment authorisation within motor claims or a related insurance/automotive environment
- Strong ability to interpret mechanical estimates, repair assessments, and vehicle parts pricing to ensure fair and accurate settlements
- Investigative mindset with the ability to analyse evidence and draw logical conclusions
- Strong independent judgment and decision-making skills beyond established guidelines
- Ability to explain complex situations in clear and concise language
- Strong organisational skills with the ability to manage a pending inventory of claims independently
- Proficiency in reviewing and evaluating estimates with a solid understanding of collision damage theory
- Clear, professional, and empathetic communication style
- Strong proficiency in verbal and written customer service communications
- Ability to multitask across technical platforms
- Proficiency with macOS and Google Docs
- Bonus: 3+ years of auto claims experience
- Bonus: Bachelor’s degree
Responsibilities
- Investigate high-complexity claims with significant financial impact by interpreting policies, determining appropriate methods of investigation, interviewing customers, assessing credibility, analysing damages, and determining eligibility for protection
- Communicate with customers to gather information, explain protection policies and procedures, educate hosts, clarify coverage decisions, and negotiate claim resolutions
- Manage and make recommendations on escalations or reconsiderations from claims handlers, including Internal and External Dispute Resolution processes
- Review and authorise claim payments in line with company policies and delegated authority limits, ensuring accuracy and cost efficiency
- Assess and validate mechanic estimates and repair assessments, verifying labour times, parts, and pricing before approval
- Exercise discretion and judgment to waive or make exceptions to processes and policies in order to achieve fair outcomes for hosts when warranted
- Participate in special projects and business changes, including making recommendations on claims process improvements, objectives, and KPIs
- Attend meetings, huddles, one-on-ones, and training sessions
- Perform other related duties as assigned
Skills
Claims Investigation
Policy Interpretation
Customer Interviewing
Damage Assessment
Negotiation
Escalation Management
Payment Authorisation
Repair Assessment
AFCA Liaison
Total Loss Claims
Third-Party Claims
Settlements
Credit Hire
Litigation
Turo
Peer-to-peer car sharing platform for rentals
About Turo
Turo operates in the peer-to-peer car sharing market, allowing private car owners to rent out their vehicles to others. Car owners can list their vehicles on Turo’s platform, where they set their own rental prices and availability. Renters can browse these listings, select a vehicle that meets their needs, and book it for a specific time. Turo facilitates the transaction by providing insurance coverage and customer support, ensuring a smooth experience for both car owners and renters. The company earns revenue by taking a percentage of the rental fee, which aligns its interests with those of its users. Turo stands out from competitors by offering a diverse range of vehicles, including everyday cars, luxury, and specialty options. The goal of Turo is to provide a flexible and cost-effective alternative to traditional car rental services, leveraging the sharing economy to connect car owners with renters.
San Francisco, CaliforniaHeadquarters
2009Year Founded
$451.3MTotal Funding
POST_IPO_EQUITYCompany Stage
Automotive & Transportation, Consumer GoodsIndustries
1,001-5,000Employees
