Claims Advocate

About The Role Uber is a technology company that is changing the way the world thinks about transportation. Whether it's heading home from work, getting a meal delivered from a favorite restaurant, or a way to earn extra income, Uber is becoming part of the fabric of daily life. We're making cities safer, smarter, and more connected.

As a Claims Advocate, you will manage claims related to incidents in the U.S. and Canada involving the Uber platform. Acting as the main liaison between Uber's insurance partners and stakeholders, you will facilitate claim resolutions and educate involved parties on the claims process. This role involves handling phone and chat correspondence, collaborating with Adjusters, and supporting users affected by crashes. Strong communication skills, empathy, ability to think critically, and a solid understanding of Uber's insurance policies are essential for ensuring efficient claims processing.

We're a 24/7 team supporting customers when they need us most - day or night. Shifts are assigned based on business needs and may include days, overnight, evenings, weekends, and holidays. This hybrid role requires 60% on-site attendance at our Phoenix office.

What You'll Do

• Real-Time Support: Serve as the primary point of contact for users via inbound and outbound calls to successfully contact and engage with users involved in an auto crash. Demonstrate empathy and compassion, ensuring immediate user needs are met while effectively de-escalating situations when necessary.
• Customer Advocacy: Handle inbound and outbound calls to educate involved parties on the claims process, ensuring they are well-informed about what to expect and guiding them through the process.
• Claims Management: Accurately assess insurance exposures and determine applicable coverages by investigating and submitting first notice of loss reports to insurance carriers.
• Efficiency & Accuracy: Utilize Uber's internal safety, insurance, and compliance tools to access and submit claim information while demonstrating critical thinking.

Basic Qualifications

• High School Diploma or equivalent.
• 2+ year of claims experience-handling sensitive or safety-related matters
• Willingness to work holidays, evenings, overnight, and weekends

Preferred Qualifications

• Experience working with a diverse suite of technology platforms
• Knowledge of U.S. auto claims coverage
• Customer empathy - You have a deep understanding of the user experience and the ability to resolve customer support requests in thoughtful and creative ways
• Strong written and verbal communication skills - You are an effective communicator and listener, and you're comfortable expressing ideas and opinions to varied audiences
• High flexibility - When the only constant is change, you're ready to roll with the punches while remaining customer-centric and driving resolutions
• Familiarity with claims systems and tools such as JIRA and Zendesk.

For Phoenix, AZ-based roles: The base hourly rate range for this role is USD$32.94 per hour - USD$36.66 per hour. You will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits.