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

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, evenings, weekends, overnight 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.

• High School Diploma or equivalent.
• 2+ years of experience in a high-volume customer-facing environment managing complex or sensitive customer issues.
• Experience supporting customers or users through complex, sensitive, or high-stress situations while delivering a high-quality service experience
• Willingness to work holidays, evenings, overnight and weekends.

• Experience in customer care, customer success/account management, advocate, or liaison roles supporting users through complex intake processes (e.g., FNOL/incident reporting, escalation management, relationship management).
• Experience working with a diverse suite of technology platforms, including Google Workspace, JIRA, and familiarity with Apple/Mac hardware
• Knowledge of U.S. auto claims coverage or insurance basics.
• 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.