Claims Advocate - Overnights jobs at Uber

• Program Management: Develop and execute a comprehensive quality program strategy aligned with the org's mission and objectives, focusing on enhancing the quality of our customer interactions, the accuracy of data processing, and resolution of customer issues.
• Define Quality Standards: As a program subject matter expert, define and document standardized quality requirements that meet the needs of the Insurance Program team with the necessary local market nuances as appropriate.
• Analysis of Program Health: Baseline program performance and build working strategies to drive metric improvements in partnership with internal teams, GSO Enablement functions (i.e. L&D, Content), and Crash Support and Claims Organization.
• Partner with Quality Operations to ensure that Global Quality Standards are maintained and program performance is documented and reported to key stakeholders.
• Cross-Functional Collaboration: Work closely with cross-functional teams (Global and Regional CommOps, BPOs, QaaS, GSD, CO) to integrate quality considerations into all aspects of customer support delivery.
• Demonstrate Quality Expertise: Stay current with industry-standard methodologies and frameworks that can be applied to Uber’s customer service operation and drive continuous improvement to customer outcomes.
• Support Uber Quality Programs: Be a thought leader and contribute to the Global Quality roadmap ‌ and vision, sharing best practices, and leveraging technology to improve the scale and scope of Quality contributions back to the business.

• 8+ years of experience in quality management, program management, or operations leadership roles within the transportation, technology, or insurance industry.
• 1-2 years of cross functional work implementing large-scale initiatives to multiple support functions/ support sites.
• 3+ years experience in the contact center, customer support, or insurance industries.

• 3+ years of cross-functional team and stakeholder management to drive alignment and deliver impact to the business.
• 3+ years leadership and people management skills, with the ability to inspire, motivate, and develop teams to achieve organizational goals
• 1+ years developing and executing strategic program strategies, driving business results and operational excellence.
• Strong knowledge of quality management principles, methodologies, and tools, with experience in implementing quality programs and driving continuous improvement.
• Excellent analytical and problem-solving skills, with the ability to analyze data, identify trends, and derive actionable insights to improve service quality and reliability
• Experience working with Uber Safety programs, compliance programs, crash claims LOBs, etc either in a Regional or Global capacity
• Outstanding verbal and written communication skills, with the ability to effectively communicate complex concepts and strategies to diverse stakeholders.
• Proven track record of engaging with dispersed/global teams and stakeholders to achieve high performance and a strong internal culture

For Chicago, IL-based roles: The base salary range for this role is USD$140,000 per year - USD$155,000 per year.

For Phoenix, AZ-based roles: The base salary range for this role is USD$124,000 per year - USD$137,500 per year.

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
• Availability to work overnight shifts, weekends, and holidays

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.

For Phoenix, AZ-based roles: The base hourly rate range for this role is USD$31.25 per hour - USD$34.62 per hour.

You will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link .

You will collaborate closely with our Claims Leadership team based in Chicago, Illinois. This hybrid role requires 60% onsite attendance at our Chicago office, allowing for both in-person engagement and the flexibility of remote work.

• Lead and manage a team of Claims Advocates, driving performance and operational excellence within the US & Canada Claims operation.
• Ensure high-quality claims management and exceptional customer service through day-to-day oversight and leadership.
• Align the team with organizational goals, ensuring strategic initiatives are executed effectively.
• Provide performance feedback, manage development plans, and collaborate with HR to address performance gaps and foster professional growth.
• Identify opportunities for team development and leverage individual strengths to build a high-performing team.
• Partner with cross-functional teams to influence key metrics and continuously improve claims processes.
• Serve as a technical functional expert for direct reports and responsible for real time support.

• Bachelor’s Degree or equivalent professional working experience.
• 2+ years of front-line leadership experience in a result-driven environment
• Willingness to work holidays, weekends, and/or mid-shift

• 2+ years of experience in claims adjusting.
• 6+ months of experience on the First Notice of Loss (FNOL) team at Uber
• 1 year of experience handling sensitive or safety-related user issues within Uber.
• Strong understanding of claims policies and procedures, with the ability to apply them effectively.
• Advanced written and verbal communication skills with a high degree of adaptability to evolving business needs.
• Proficient in managing multiple tasks across various technology platforms.

• Experience working with Google Suite (Sheets, Docs, Slides, Forms) and excellent communication skills.

• Experience or familiarity with project management

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.

For Chicago, IL-based roles: The base hourly rate range for this role is USD$35.10 per hour - USD$38.95 per hour.

You will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link .

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, overnight shifts, 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.

For Phoenix, AZ-based roles: The base hourly rate range for this role is USD$31.25 per hour - USD$34.62 per hour.

You will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link .

About the Role

Specifically, the FRM Assurance team is responsible for monitoring the effectiveness of the design, implementation and operating effectiveness of internal controls to mitigate financial reporting risks in accordance with the 2013 COS Framework to satisfy SOX requirements.

What You’ll Do

• Strategic Leadership: Execute the overall SOX compliance strategy, aligning with Uber's financial risk management objectives and business goals.
• Program Management: Lead the planning, execution, and monitoring of the SOX program for the relevant areas, ensuring timely completion of all activities and deliverables.
• Risk Assessment: Oversee the identification and assessment of financial reporting risks for the relevant areas, and ensure appropriate controls are in place to mitigate those risks.
• Control Evaluation: Evaluation of the design and operating effectiveness of internal controls over financial reporting (ICFR) for business process controls, including the impact of related IT controls through collaboration with IT control specialists.
• Stakeholder Management: Build and maintain strong relationships with key stakeholders, including internal and external auditors, and control owners.
• Deficiency Remediation: Manage the identification, tracking, and remediation of control deficiencies, ensuring timely resolution and implementation of corrective actions.
• Continuous Improvement: Drive continuous improvement initiatives to enhance the efficiency and effectiveness of the SOX program, including the use of technology and automation. Identify opportunities to leverage data analytics, FRM process automation, and other tools to streamline SOX processes.
• Team Leadership: Lead, mentor, and develop your direct reports, fostering a culture of collaboration, accountability, and professional growth.
• Regulatory Compliance: Stay abreast of changes in SOX and other related regulations and best practices, and ensure the company's compliance program is updated accordingly. This includes monitoring changes to PCAOB auditing standards and SEC guidance.
• Reporting: Prepare and present regular reports to key stakeholders and FRM leadership on the status of SOX compliance, key risks, and control effectiveness for related areas.
• Audit Tools and Techniques: Oversee the utilization of audit software and tools to enhance the efficiency and effectiveness of SOX testing and monitoring.

Basic Qualifications

• Bachelor's degree in Business, Finance, Information Technology, or a related field
• 6+ years of experience in relevant areas including audit (internal or external), controls, compliance, consulting, or risk management
• CPA, CIA, CISA, or other relevant professional certification is required

Preferred Qualifications

To be successful in this role, the ideal candidate should possess the following additional skills:

• Communication and Interpersonal Skills: Ability to communicate effectively with diverse stakeholders, including senior management, auditors, and team members. This includes strong written and verbal communication, active listening, and the ability to present complex information clearly and concisely.
• Analytical and Problem-Solving Skills: Strong analytical skills to identify and assess complex issues, evaluate risks, and develop effective solutions. This includes critical thinking, attention to detail, and the ability to make sound judgments under pressure.
• Adaptability and Change Management: Ability to adapt to changing regulatory requirements, business environments, and organizational priorities. This includes flexibility, resilience, and the ability to drive change effectively.
• Business Acumen: Understanding of Uber's business operations, financial performance, and strategic objectives, and the ability to align SOX activities with these goals.
• Ethical Judgment and Integrity: Strong ethical judgment and integrity, with a commitment to upholding the highest standards of professional conduct and compliance.

For San Francisco, CA-based roles: The base salary range for this role is USD$149,000 per year - USD$166,000 per year.

You will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link .

About the Role

What You’ll Do

• Consulting and Advisory : You and your team will provide expert consultation to external insurance partners on the best practices for commercial auto claims handling, primarily bodily injury, underinsured and uninsured motorist claims.
• Process Implementation: You and your team will develop and implement preferred processes for claims management, ensuring alignment with industry standards and Uber needs.
• Strategic Planning: You will work closely with Uber’s Chief Claims Officer and lead your team to design and execute strategic plans to enhance claims operations. You will utilize data-driven insights and claims management behavioral expertise to create industry leading approaches to design best in class TNC/DNC best claim practices in partnership with our business partners and stakeholders.
• Complex Issue Resolution: Lead and develop your team to advise on the resolution of complex coverage issues and litigation management, helping external and internal business partners navigate and mitigate risks.
• Data Analysis and Recommendations: Use data analytics to identify trends, inform recommendations and implement solutions that improve claim outcomes while providing guidance to internal stakeholders such as Risk Management, Legal, Safety and Product lines.
• Documentation and Training: Lead your team to use optimal framework to document processes and collaborate with both internal and external Learning and Development to design and provide training ensuring successful adoption and adherence to new procedures and technology.
• Contract Review, Budgeting and Staffing: Experienced in contractual review and managing compliance, adherence to expense management budgets and proven application of varying staffing models to ensure desired internal team and external business partner results.
• Stakeholder Engagement: Develop relationships with internal and external stakeholders and business partners to understand Uber needs while tailoring solutions aligned with contractual requirements and market needs as well as maintain retention of talent through satisfaction with consulting services as well as improved results.

Basic Qualifications

• Minimum of 5 years experience in commercial auto or general liability claims handling with experience handling bodily injury claims.
• Proven experience in managing litigation related to commercial auto or general liability claims.
• A minimum of 3 years of frontline claims leadership experience.

Preferred Qualifications

• Demonstrated ability in the successful design and implementation of actionable insights using data and claims management behavioral expertise.
• Experience handling high policy limits and complex coverage issues
• Exceptional ability to adopt presentations and messaging to different levels of audience from individual contributors to senior executive leaders.
• Experience managing relationships with TPAs, insurance carriers and suppliers.
• High degree of adaptability to meet changing business needs
• Ability to serve as an insurance and claims subject matter expert
• Insurance designation(s) (AIC, ARM, SCLA, CPCU)
• Extraordinary attention to detail

For Chicago, IL-based roles: The base salary range for this role is USD$162,000 per year - USD$180,000 per year.

For Phoenix, AZ-based roles: The base salary range for this role is USD$144,000 per year - USD$160,000 per year.