Trust & Safety - Claims Specialist at Turo

Arizona, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Trust & Safety, Car Sharing, InsuranceIndustries

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 the ability to independently manage a pending inventory of claims
Proficient in reviewing and evaluating estimates with strong understanding of collision damage theory to determine 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: Five years of auto claim experience
Bonus: At least two years related experience
Bonus: Bachelor's degree

Responsibilities

Utilize expertise and education to investigate claims with high financial impact on Turo
Interpret policies, determine appropriate methods of investigation, interview customers and assess credibility, analyze damages, and determine if a host is eligible for Protection
Communicate with customers to gather information, explain protection and procedures, educate hosts, explain why coverage is or is not applicable, and negotiate claim resolutions
Investigate and make recommendations for requests for escalation or reconsideration from standard/fast track claims teams, including review of Fair Claims and presentation to arbitration as needed
Apply discretion and judgment to waive or make exceptions to process and policy to achieve the right outcome for hosts 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, 1x1s, and training

Skills

claims investigation

policy interpretation

customer communication

negotiation

evidence analysis

logical reasoning

independent judgment

decision-making

organizational skills

process improvement

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

Risks

Negative incidents involving rented vehicles could damage Turo's reputation.

New competitors like ZEV co-op could capture market share with eco-friendly models.

Market volatility could impact Turo's IPO plans and investor confidence.

Differentiation

Turo offers a wide variety of vehicles, from everyday to luxury models.

The platform provides a cost-effective alternative to traditional car rental services.

Turo's commission-based model aligns its interests with users' successful transactions.

Upsides

Turo's partnership with United Airlines enhances customer acquisition and retention.

Expansion in Australia indicates potential for further international market penetration.

Winning the unitQ Quality Excellence Award highlights Turo's commitment to customer experience.

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