Total Loss Recovery Specialist
Penske Truck Leasing · Reading
Position Summary:
The Total Loss Recovery Specialist is responsible for managing the end-to-end lifecycle of total loss recovery claims on behalf of the company. This role protects the company's financial interests by identifying recovery opportunities, establishing contractual and legal liability, and pursuing maximum recovery through skilled negotiation and professional engagement with customers, insurance carriers, and responsible third parties.
The Total Loss Recovery Specialist serves as the primary point of contact for customers navigating the total loss process, balancing the company's contractual right to full recovery with a commitment to professional, empathetic customer interactions. This role routinely engages with senior and executive leadership, requiring the ability to communicate complex recovery matters with clarity, conciseness, and strategic business context. The Total Loss Recovery Specialist must present information and recommendations in a manner that is both influential and solution-oriented — effectively advocating for the company's financial position while keeping the customer experience at the forefront.
Success in this role demands sound investigative judgment, confident and timely decision-making, and strong business acumen. The ability to translate data and claim outcomes into meaningful insights for leadership, while managing a high-volume portfolio with precision, efficiency, and integrity, is essential to driving results and earning organizational trust.
Major Responsibilities:
Liability Investigation & Claim Intake:
Review claims to establish facts, determine liability, and identify the appropriate recovery path. Analyze and interpret contractual obligations, insurance coverage, and relevant documentation to determine the financial responsibility of all involved parties.
Documentation & Evidence Gathering:
Research, obtain, and organize all supporting documentation necessary to substantiate the recovery demand. This includes damage assessments, appraisals, salvage valuations, photographic evidence, incident records, and billing documentation. Maintain complete, accurate, and well-organized claim files throughout the recovery lifecycle.
Demand Preparation & Negotiation:
Prepare and issue formal recovery demands supported by thorough documentation. Evaluate and respond to opposing arguments from customers, insurers, and third parties with well-reasoned rebuttals. Negotiate settlements that maximize financial recovery while maintaining professional and constructive relationships. Complete all required transactional documentation to formalize settlements.
Stakeholder Communication & Status Management:
Maintain proactive communication with internal and external stakeholders regarding claim status, valuation determinations, coverage gaps – including negligence regimes, and required actions. Ensure all relevant parties have timely visibility to facilitate appropriate next steps in the recovery and asset disposition process.
Financial Resolution & Reconciliation:
Process incoming recoveries, ensure accurate financial application, and generate invoices for any outstanding customer obligations. Coordinate with internal financial partners to ensure proper account coding and reconciliation. Partner with senior and executive leadership to drive resolution of complex issues, provide strategic updates, and ensure alignment on financial and customer outcomes. Communicate final resolution to all stakeholders and formally close files.
File Documentation & Diary Management:
Maintain thorough, timely, and professional documentation at every stage of the claim. Set and manage follow-up diaries to ensure no file is lost or delayed. Notes should reflect clear thinking, accurate facts, and sound decision-making rationale.
Other projects and tasks as assigned