Insurance and Total Loss Representative

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