Claims Intake Coordinator

This is a remote position

DriveWhip is a mobility provider in the Washington, DC area, with offices in multiple cities, including Atlanta, that Leases/Rents vehicles to Uber, Lyft and other On-Demand or Rideshare drivers. As a ground floor member of an exciting new company all associates will be tasked with a variety of responsibilities. An appreciation for the pros and cons of start up culture is a must.

Our goal is to deliver superior customer service, respect, expertise and responsiveness to our customers. As stewards of our company, you will be responsible for awarding every customer with a positive rental experience.

Position Summary

The Claims Intake Coordinator is responsible for the first-stage handling of vehicle damage and accident incidents. This role gathers, verifies, and organizes critical information from customers, drivers, and internal field teams to ensure claims are accurately documented and can move through the claims process quickly and efficiently.

The ideal candidate is an excellent communicator, calm under pressure, detail-oriented, and comfortable asking structured questions to obtain accurate information from customers following stressful situations.

Proper intake directly impacts claim resolution speed, liability determinations, and recovery opportunities — making this a high-impact operational role within DriveWhip.

Key Responsibilities

Customer & Driver Communication

• Conduct recorded statements with renters and involved parties following accidents or damage incidents
• Guide customers through the reporting process in a calm and professional manner
• Ask structured investigative questions to obtain accurate incident details
• Follow up with customers by phone, SMS, and email to collect missing information
• Take inbound calls and triage information to the appropriate team as necessary 

Claims Intake & Documentation

• Create and open new claims in the claims management system
• Extract key facts from conversations and documentation and summarize clearly
• Review incident reports submitted by:
• Renters/insureds
• DriveWhip field operations teams
• Third parties
• Verify accuracy and completeness of information prior to claim assignment
• Organize supporting documentation (photos, police reports, rental agreements, telematics, etc.)

Investigation Support

• Identify potential liability indicators based on statements and evidence
• Flag high-severity incidents, injuries, or potential fraud for escalation
• Contact third parties when necessary to obtain statements or information
• Ensure all required data points are captured to allow adjusters to make timely determinations

Operational Efficiency

• Maintain intake timelines and service level agreements (SLAs)
• Reduce re-work for adjusters by ensuring clean, thorough intake files
• Coordinate with internal departments (Operations, Fleet, Customer Support, Insurance partners)
• Support fast claim cycle times and reduced vehicle downtime

Required Qualifications

• 1+ year experience in customer service, call center, insurance, or investigations
• Strong verbal communication skills (comfortable on recorded calls)
• Ability to handle difficult or emotional conversations professionally
• Excellent listening and note-taking ability
• Strong organizational and documentation skills
• Comfortable working in a structured, process-driven environment
• Basic computer proficiency and ability to learn new systems quickly

Preferred Qualifications

• Prior auto claims, FNOL (First Notice of Loss), or insurance intake experience
• Experience with recorded statements or investigative interviewing
• Experience in automotive, rental car, rideshare, or fleet operations
• Bilingual (Spanish preferred but not required)
• Experience using CRM or claims management software

Key Traits for Success

• Detail-oriented and thorough
• Calm under pressure
• Empathetic but objective
• Able to control conversations and ask direct questions
• Highly organized
• Reliable and accountable
• Comfortable working with standardized procedures