À propos de l’équipe

Le gestionnaire de sinistres gèrera des sinistres d'une complexité élevée, nécessitant un niveau important de compréhension et d'interprétation des politiques et procédures de Turo. Il/Elle mènera des enquêtes de manière indépendante pour comprendre les causes, déterminer si la couverture s'applique et exercera son jugement sur des questions ayant un impact financier important pour Turo et ses hôtes.

Ce que vous ferez

• Utiliser son expertise et sa formation pour enquêter sur les réclamations ayant un impact financier important sur Turo. Il/Elle interprétera les politiques, déterminera les méthodes d'enquête appropriées, interrogera les utilisateurs et évaluera leur crédibilité, analysera les dommages et déterminera, au nom de Turo, si un hôte est éligible à la Protection.

• Communiquer avec les utilisateurs pour recueillir des informations, expliquer la protection et les procédures, éduquer les hôtes, expliquer pourquoi la couverture est applicable ou non dans certaines circonstances et négocier efficacement la résolution des réclamations.

• Enquêter et formuler des recommandations, au nom de la direction de Turo, pour les demandes d'escalade ou de réexamen provenant des équipes de réclamations standards/rapides (Fast Track), y compris l'examen des réclamations équitables (Fair Claims) et la présentation à l'arbitrage si nécessaire.

• Appliquer sa discrétion et son jugement pour déroger ou faire des exceptions aux processus et politiques afin d'obtenir le bon résultat pour notre hôte, lorsque cela est justifié.

• Participer à des projets spéciaux, à des actions d'amélioration ou à d'autres changements opérationnels, y compris la formulation de recommandations sur l'amélioration des processus de réclamation, les objectifs et les indicateurs de performance clés (KPI).

• Assister aux réunions, aux points d'équipe (huddles), aux rencontres individuelles (1x1) et aux formations.

• Effectuer d'autres tâches connexes selon les directives.

Votre profil

• Esprit d'investigation pour rechercher des informations, avec la capacité d'analyser les preuves et de tirer des conclusions basées sur un raisonnement logique.

• Forte capacité à exercer un jugement indépendant et à prendre des décisions au-delà des directives et processus établis.

• Capacité à expliquer des situations complexes en utilisant un langage clair et concis.

• Solides compétences organisationnelles, avec la capacité de gérer de manière indépendante un volume de réclamations en attente qui vous est assigné.

• Maîtrise de l'examen et de l'évaluation des devis, solide compréhension de la théorie des dommages causés par les collisions, afin de déterminer à la fois les causes et les coûts.

• Communiquer de manière claire, professionnelle et empathique.

• Excellente maîtrise de la communication au service client, à l'oral et à l'écrit, en français.

• Capacité à effectuer plusieurs tâches simultanément sur différentes plateformes techniques.

• Maîtrise des outils technologiques : macOS et Google Docs.

• Au moins deux ans d'expérience en relations clients.

Atouts supplémentaires

• 1 an d'expérience en réclamation automobile.

• Diplôme universitaire (Baccalauréat/Licence).

• Maîtrise de l'anglais parlé et écrit.

Pour ce poste Claims, la fourchette de salaire de base cible au bureau de Paris est comprise entre €33,000 et €41,000 euros par an. Ce poste ouvre également droit à des attributions en actions ainsi qu’à des avantages sociaux. De manière générale, nos fourchettes reflètent la rémunération cible du marché pour les nouvelles embauches, en fonction du niveau et de la localisation du poste. À l’intérieur de cette fourchette, la rémunération individuelle est déterminée par des critères objectifs évalués au cours du processus de candidature et d’entretien, tels que les compétences techniques liées au poste, l’expérience professionnelle, ainsi que la formation ou l’éducation pertinente. Nous vous encourageons à échanger avec votre recruteur afin d’obtenir plus de détails sur la rémunération globale et les avantages associés à ce rôle.Turo accorde une grande importance au travail en présentiel, favorisant ainsi un environnement collaboratif et une culture d’entreprise dynamique. Ce poste s’exerce selon un mode hybride : les collaborateurs sont attendus au bureau trois jours par semaine, les lundis, mercredis et jeudis.

Turo considère qu’une présence minimale de trois jours par semaine au bureau constitue une exigence essentielle de ce rôle hybride. Votre recruteur pourra également vous fournir davantage d’informations sur les différents avantages proposés dans nos bureaux de Paris.

About the team

The Claims Associate will handle claims involving higher complexity, requiring significant levels of understanding and interpretation of Turo’s operating policies and procedures. They will independently conduct investigations to understand causation, determine if coverage applies, and exercise their judgment on matters of significant financial impact to Turo and Turo’s hosts.

What you will do

• Utilize their expertise and education to investigate claims with a high financial impact on Turo. They will interpret policies, determine appropriate methods of investigation, interview customers and assess credibility, analyze damages, and determine on behalf of Turo if a host is eligible for Protection.

• Communicate with customers to gather information, explain protection and procedures, educate hosts, explain why coverage is or is not applicable in certain circumstances, and effectively negotiate claim resolutions.

• Investigate and make recommendations, on behalf of Turo management, for requests for escalation or reconsideration from standard and Fast Track claims teams, including review of Fair Claims and presentation to arbitration as needed.

• Apply discretion and judgment to waive or make exceptions to process and policy to achieve the right outcome for our host when warranted.

• Participate in special projects, improvement actions, or other business changes, including making recommendations on claims process improvements, objectives, and KPIs.

• Attend meetings, huddles, 1x1s, and training sessions.

Your profile

• Investigative mindset to seek out information with the ability to analyze evidence and draw conclusions based on logical reasoning.

• Strong ability to exercise independent judgment and decision-making beyond established guidelines and processes.

• Ability to explain complex situations using clear and concise language.

• Strong organizational skills, with the ability to independently manage a pending inventory of claims assigned to you.

• Proficient in reviewing and evaluating estimates, with a strong understanding of collision damage theory to determine both causation and costs.

• Communicate clearly, professionally, and empathetically.

• Strong proficiency in verbal and written customer service communications in French.

• Ability to multitask across technical platforms.

• Proficiency with technology including macOS and Google Docs.

• At least two years of customer relations experience.

Bonus if you have

• 1 year of auto claims experience.

• Bachelor’s degree.

Note: The recruitment process will be conducted in English; fluency in English is required for this role.

For this Claims role, the target base salary range for the Paris office is €33,000 to €41,000 per year. This position also includes stock grants and benefits. In general, our ranges reflect market targets for new hires based on level and location. Within the range, individual compensation is determined by objective criteria assessed during the hiring process; such as technical skills, professional experience, and relevant education. You are encouraged to discuss total compensation and benefits with your recruiter.

Turo places great importance on in-person collaboration to foster a dynamic company culture. This role follows a hybrid model: employees are expected in the office three days a week (Monday, Wednesday, and Thursday).

Turo considers a minimum in-office presence of three days per week an essential requirement for this hybrid role. Your recruiter can also share more details about the perks and benefits offered at our Paris office.

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Turo Recruiting Scam Alert:

We’ve learned that there are scammers targeting job candidates by impersonating Turo and its employees. We ask candidates to be careful of fraudulent job postings or suspicious recruiting activity during their job search, especially if they’re contacted through unofficial channels (such as Instagram, Telegram, MS Teams, etc.). In general, Turo interacts with candidates through our Careers page and via turo.com email addresses, and we don’t ask candidates for sensitive financial or personal info or request money as part of the hiring process (so an application fee or equipment costs). If candidates are not sure whether they’re dealing with an impersonator, they can contact Turo’s Recruiting Team at recruit@turo.com. Candidates can also report suspicious activity to the FTC or other appropriate authorities.

Turo AI Policy:

Turo may use AI-enabled tools to support our recruiting operations, including gathering information from candidates, drafting communications, helping with interview note-taking and assessment, and so on. These tools only supplement our team; all decisions to advance or hire candidates are made by Turo employees. While we welcome candidates to use AI-enabled tools to help prepare for their interviews, the use of such tools, including any AI chatbots or note-takers, is not permitted during live interviews or technical assessments. We want to see how you consider and solve problems in real-time, so interviews and assessments are all you (unless we indicate otherwise and ask you specifically to use an AI-enabled tool to answer a question). If during the application process you require the use of an AI-enabled tool as a reasonable accommodation for a disability, please let us know at PeopleOps@turo.com.

Benefits

• Competitive salary, equity, benefits, and perks for all full-time employees

• Employer-paid medical, dental, and vision insurance (Country specific)

• Retirement employer match

• Learning & Development stipend to invest in your professional development

• Turo host matching program

• Turo travel credit

• Cell phone and internet stipend

• Paid time off to relax and recharge

• Paid holidays, volunteer time off, and parental leave

• For those who are in the office full-time or hybrid we have in-office lunch, office snacks, and fun activities

We are committed to building a diverse team. If you are from a background that's underrepresented in tech, we'd love to meet you.

Aside from an award winning work environment and the opportunity to be part of the world’s largest car sharing marketplace, we are also growing the team quickly - join us!  Even if you don't meet every qualification, we are looking for people with enthusiasm for what we do and we will consider you for this and other possibilities.

About Turo

Turo is the world’s largest car sharing marketplace where you can book the perfect car for wherever you’re going from a vibrant community of trusted hosts across the US, UK, Canada, Australia, and France. Whether you're flying in from afar or looking for a car down the street, searching for a rugged truck or something smooth and swanky, Turo puts you in the driver's seat of an extraordinary selection of cars shared by local hosts.

Discover Turo at https://turo.com, the App Store, and Google Play, and check out our blog, Field Notes.  

Read more about the Turo culture according to Turo CEO, Andre Haddad.

Turo is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program.  Women, minorities, individuals with disabilities and protected veterans are encouraged to apply.  We welcome people of different backgrounds, experiences, abilities and perspectives.  

Turo will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable.  

We welcome candidates with physical, mental, and/or neurological disabilities. If you require assistance applying for an open position, or need accommodation during the recruiting process due to a disability, please submit a request to People Operations by emailing PeopleOps@turo.com.