About the team

The Trust & Safety 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. 

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

• Five years of auto claim experience

• At least two years related experience

• Bachelor's degree

The Phoenix base salary target range for this full-time position is $50,000-$62,000 + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position in this location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your work location during the hiring process.

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 — Turists will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Your recruiter can share more information about the various in-office perks Turo offers.