Total Loss Specialist

General Summary: What business need does this position exist to fill?

This position involves all aspects of the total loss process. Starting with the notification of the total loss claim, cancelation of ancillary products, filing Gap with the correct service provider, and ensuring completion after receiving insurance check. Specialists work with insurance adjusters in gathering all the necessary information pertaining to the claim and documents. Specialists will work with third parties to obtain updates or changes to insurance claims. All processes should be completed in a timely manner to quickly and efficiently move the customer through the total loss process.

Essential Job Functions: What will be required in the role?

• Communicate with various insurance carriers, gap providers and ancillary product services on statuses of claims, via phone, portal, and email

• Navigate third party total loss portals by entering claims, uploading required documents, checking for updates and providing any necessary communication with third parties to ensure accurate and efficient completion of the total loss process

• Gather and review documents for accounts in order to cancel ancillary products manually and systematically

• File GAP in a timely manner with the correct GAP provider

• Conduct phone and email conversations with ancillary product servicers to facilitate proper processing

• Partner with internal titles team and Carvana’s title team to provide title processing timelines to insurance carriers

• Assist other departments with inquires or escalations related to the total loss process

• Document and route accounts to total loss queues as accounts move through the total loss process

• Complete tasks on assigned accounts in a timely manner to prevent account aging in a total loss process

• Utilize approved databases, tools, and websites to assist in the overall total process

• Perform other related duties as assigned

Knowledge, Skills and Abilities (KSAs): What KSAs are required to perform this job?

• Clear, concise and professional written and oral communications and interpersonal skills
• Proficient typing skills
• Strong time management and organizational skills, and ability to maintain a consistent and positive demeanor in a fast-paced work environment
• Research state specifics title release requirements
• Ability to prioritize and multi-task to ensure the achievement of assigned performance objectives.
• Ability to effectively apply professional acumen and communication skills to favorably resolve issues escalated from internal and external customers.
• Ability to drive departmental compliance with FDCPA requirements
• Knowledge of collection policies/procedures including skip tracing and the Fair Debt Collection Practices Act (FDCPA), and local state repossession law
• Self-motivated with strong decision-making capabilities; ability to be a self-starter
• Ability to work in an accurate, detail-oriented, and highly productive manner

Work Experience/Education: Minimum education and/or experience requirements necessary to perform this job

• High School Diploma, GED, or equivalent certification
• Experience with Microsoft Office such as Excel, Outlook and Word
• 2+ years of experience in financial services, insurance and/or claims
• Associate degree or bachelor’s degree in business or related field may be used as a proxy for experience

Physical Requirements: The physical demands for this job

The Physical demands described within are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to remain in a stationary position at least 75% of the time
• Occasionally move about inside the office to access file cabinets, office machinery, etc.
• Requires visual acuity and manual dexterity to constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and printer
• Frequently communicate with internal and external representatives. Must be able to exchange accurate information in these situations.
• This position could require moving objects up to 20 pounds

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.