Job Description

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, 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, evenings, weekends, and holidays. This hybrid role requires 50% onsite attendance at our Chicago office.

What You’ll Do

Real-Time Support: Provide voice-to-voice support or messaging handling while demonstrating empathy when communicating with users involved in auto crashes, ensuring their needs are met while 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.
Stakeholder Communication: Serve as the primary contact for insurance carriers, customers involved in incidents, and other stakeholders via phone and chat.
Collaboration: Work closely with Adjusters and other third-party insurance partners to facilitate seamless claim resolutions and ensure that all parties understand Uber’s insurance policies.

Basic Qualifications

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

Preferred Qualifications

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 Chronicle, Bliss, JIRA, and Zendesk.
Ability to multitask across various technology platforms.