Senior Claims Associate at Turo

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

31 Dec, 25

Salary

98000.0

Posted On

02 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Claims Management, Dispute Resolution, Customer Communication, Investigative Skills, Judgment Skills, Organizational Skills, Mechanical Estimates, Repair Assessments, Payment Authorization, Negotiation Skills, Policy Interpretation, Third-Party Claims, Escalation Management, Analytical Skills, Empathy, Technical Proficiency

Industry

technology;Information and Internet

Description

About the team The Senior Claims Associate team manages complex claims requiring advanced understanding and interpretation of Turo’s operating policies and procedures. They take ownership of the third-party claims process, oversee vendor relationships, and exercise judgment on matters with significant financial impact to Turo and its hosts. What you will do 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. Your profile 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 if you have 3+ years of auto claims experience. Bachelor’s degree. Turo is unable to offer any type of visa sponsorship for this role. For this role, the target base salary range in Sydney, Australia is $78,000-$98,000 (AUD) annually. This role is also eligible for equity, benefit and superannuation (12% of salary). 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. We encourage you to talk with your recruiter to learn more about the total compensation and benefits available for this role. 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. 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 - join us! 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 PeopleOps@turo.com. Welcome to Turo Careers! 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.

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Responsibilities

The Senior Claims Associate team investigates high-complexity claims and manages the third-party claims process. They communicate with customers, oversee vendor relationships, and authorize claim payments while ensuring adherence to company policies.