Total Loss Specialist at DriveTime Mesa, AZ

General Summary This role encompasses all aspects of the total loss process, including notification of the claim, cancellation of ancillary products, filing GAP claims, and ensuring completion after receipt of insurance checks. Specialists collaborate with insurance adjusters to gather necessary claim information and documents and work with third parties to update or change insurance claims so the total loss process is completed in a timely manner. Essential Job Functions Communicate with insurance carriers, gap providers, and ancillary product services regarding claim statuses via phone, portal, and email. Navigate third‑party total loss portals by entering claims, uploading required documents, checking for updates, and maintaining accurate communication to ensure efficient completion. Gather and review documents for accounts to cancel ancillary products manually and systematically. File GAP claims promptly with the correct provider. Conduct phone and email conversations with ancillary product servicers to facilitate proper processing. Partner with internal titles teams and Carvana's title team to provide title processing timelines to insurance carriers. Assist other departments with inquiries or escalations related to the total loss process. Document and route accounts to total loss queues as they move through the process. Complete tasks on assigned accounts in a timely manner to prevent account aging. Utilize approved databases, tools, and websites to assist in the overall total loss process. Perform other related duties as assigned. Knowledge, Skills and Abilities Clear, concise, and professional written and oral communication 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 environment. Research state‑specific title release requirements. Ability to prioritize and multi‑task to meet performance objectives. Effective communication skills to resolve escalated issues from internal and external customers. Ability to drive departmental compliance with FDCPA requirements. Knowledge of collection policies/procedures, skip‑tracing, and the Fair Debt Collection Practices Act (FDCPA) and local state repossession law. Self‑motivated with strong decision‑making capabilities and ability to be a self‑starter. Attention to detail and highly productive work style. Work Experience / Education High School Diploma, GED, or equivalent certification. Experience with Microsoft Office (Excel, Outlook, Word). Minimum 2+ years of experience in financial services, insurance, and/or claims. Associate or bachelor’s degree in business or related field may be used as a proxy for experience. Physical Requirements The physical demands described herein are representative of those that must be met to perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Remain in a stationary position at least 75% of the time. Occasionally move within the office to access file cabinets and office machinery. Require visual acuity and manual dexterity to operate computer and office equipment. Frequently communicate with internal and external representatives, exchanging accurate information. Move objects up to 20 pounds as needed. Hiring is contingent upon successful completion of our background and drug screening process. DriveTime is a drug‑free, tobacco‑free workplace and an Equal Opportunity Employer. #J-18808-Ljbffr Itlearn360