Here at IAA, our Total Loss Customer Care Specialists are an integral part of our vehicle life cycle process, providing vehicle owners with the information they need to navigate our title procurement process.

Total Loss Customer Care Specialists embody our core values of "accountability" and a "will to win" through successfully coordinating with vehicle owners and stakeholders every step of the way. Helping to keep our customers informed, answering questions and maximizing their expertise to ensure we're consistently delivering best in class outcomes and setting realistic timelines and expectations.

What makes this role even better?! It's virtual/ remote and can be located anywhere in the United States, with only occasional travel needed to local IAA facilities. And don't worry, we have the equipment covered, all you need is high speed internet and private work area.

Listen for yourself to what our own employees have to say, through a live preview of our role: Total Loss Customer Care Specialist- Job Preview

What Do IAA Total Loss Customer Care Specialists Do?

• Review new file assignments to determine most effective handling procedures required to acquire title documents based on established guidelines.
• Obtain and review reports, statements, records, and related materials to inform process decisions within established guidelines and own first level service recovery efforts and critical issue resolution.
• Ensures that all documents pertaining to a claim are electronically attached and labeled accurately in the file management system.
• Responds to all correspondence in accordance with the established accountability standards.
• Acquire the title transfer paperwork required to process salvage on behalf of our vehicle providers.
• Accurately communicate when all documents have been received so process can flow accordingly
• Provides empathetic and professional service to customers, peers, and partners
• Demonstrate strong prioritization skills by proactively leading day-to-day tasks, including balancing new assignments with active inventory
• Execute with speed and urgency to determine, communicate, and obtain all documentation required to prepare vehicle for sale.
• Proactively address assigned inventory of salvage vehicles to drive effective outcomes, using state specific methods and processes.
• Learns and maintains detailed knowledge of state salvage and title laws for assigned states and may aid internal and external partners by answering questions regarding owner-retained salvage laws and salvage title laws.
• Handles telephone inquiries on claim status regarding total losses title process.
• Documents files to include all key procedures, next steps regarding title process, interactions with customers, vehicle providers and internal partners.

What are the Requirements?

• 2-3 years prior auto insurance claims handling or title procurement experience.
• Excellent verbal and written communications skills while collaborating with cross functional departments
• High School Diploma or equivalent. Some college education preferred
• Experience handling vehicle titles and state specific documents preferred
• Proficiency with Microsoft Office Software (Word, Excel, Outlook)
• High-speed internet is required when working remotely
• Ability to handle difficult and stressful situations with professional composure
• Proven experience analyzing, organizing, and prioritizing work while meeting multiple deadlines
• Work evenings, nights, and/or weekends as necessary
• Work comfortably in a fast-paced service-oriented environment
• Process and handle confidential information with discretion

In return for your excellent skills and abilities, we offer a benefits package including health insurance, 401K, STD/LTD, Life Insurance/AD&D, paid holidays and vacations.

About IAA:

IAA is dedicated to providing equal employment opportunities regardless of race, creed, religion, color, sex, age, national origin, disability, sexual orientation, gender identity, genetic information, veteran status, citizenship status, or marital status. IAA is a drug-free workplace.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform necessary job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.

California, Connecticut, Colorado, Maryland, Nevada, Rhode Island Residents Only: The salary range for residents listed above is $15.00 to $20.00. Pay is based on several factors including but not limited to education, work experience, and certifications.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)