Insurance and Total Loss Representative

Upgrade is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. We were the fastest growing company in the Americas last year according to the Financial Times and Upgrade Card was the fastest growing credit card in America two years in a row. We have delivered over $33 billion in affordable and responsible credit to our 5.5M customers. The company is backed by some of the most prominent technology investors and was recently valued at $6.3B.

We have built an energizing, collaborative and inclusive culture where team members help each other, learn and innovate to move the company and its customers in the right direction, and own the outcome of their efforts.

Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, “Top Companies to work for in Arizona” and one of the "Best Engineering Department" awarded annually by Comparably. We've also received recognition for being a best company for Diversity, Women, Culture, and Veterans.

We are looking for new team members who get excited about designing and delivering new and better products to join a team of 1850 talented and dedicated professionals. Come work with us if you like to tackle big problems and make a meaningful difference in people's lives.

About the role:

The Insurance and Total Loss Representative is responsible for managing and processing total loss and insurance claims for customers with auto loans. This role involves coordinating with insurance companies, GAP coverage companies, customers, and internal teams to ensure timely resolution of claims, protect the company’s financial interests, and provide excellent customer service throughout the claims process.

What You’ll Do:

• Evaluate total loss and insurance claims, ensuring all required documentation is obtained and verified for accuracy.
• Evaluate GAP claims, ensuring all required documentation is obtained and verified for accuracy.
• Review customer accounts and loan details to assess coverage and claim impacts.
• Collaborate with insurance adjusters, appraisers, and salvage companies to determine the settlement value.
• Act as the primary point of contact for customers and claim companies throughout the claims process, addressing inquiries and providing updates.
• Communicate with insurance and GAP carriers to confirm coverage, resolve discrepancies, and negotiate payouts.
• Work with repossession and recovery teams as needed for vehicles declared a total loss.
• Handle deficiencies or surplus funds from insurance settlements, providing guidance to customers on payment or refund processes.
• Recommend charge-offs or account adjustments when applicable.
• Maintain compliance with company policies, industry regulations, and insurance guidelines.
• Prepare detailed claim status reports and provide regular updates to management.
• Monitor and escalate unresolved claims to minimize company losses.
• Deliver empathetic and professional service to customers experiencing vehicle loss or damage.
• Educate customers on their rights and responsibilities under their loan agreements and insurance policies.

What We Look For:

• High school diploma or GED
• 1-3 years of experience in insurance claims, total loss processing, or a related field (preferably within auto finance or insurance)
• Knowledge of auto loan servicing and insurance claim processes
• Excellent communication and negotiation skills
• Strong attention to detail and ability to handle multiple tasks in a fast-paced environment
• Proficiency in Google suite products
• Must be comfortable working on-site and have availability weekdays from 6:00am - 7:00pm. This team works out of our Servicing Center in Downtown Phoenix.

Nice to Have:

• Familiarity with state-specific insurance regulations and total loss laws
• Experience with repossession and vehicle salvage procedures

What We Offer You: 

• Great open office space
• Paid time off (PTO)
• 401K matching
• Comprehensive benefits package: Medical, dental, vision, life insurance & disab