Total Loss Manager

About GoAuto

GoAuto is a fast-growing organization with a small-company feel. We’re hardworking, friendly, and genuinely care about the people we work with and the customers we serve. You won’t find a stiff corporate environment here — instead, you’ll find a team that values effort, accountability, and treating people right.

Here’s what you can expect from us:

• Respect, fairness, and integrity—always
• Supportive teammates
• Empowerment to make an impact and drive change
• The tools and resources you need to succeed
• Recognition for your contributions
• Opportunities to learn, grow, and advance
• Pride in being part of a company that truly cares about its people

Position Summary

We are seeking an experienced, motivated, and results-driven Total Loss Manager to oversee the daily operations of our Total Loss Unit at our Baton Rouge claims office.

The ideal candidate will have a strong background in automobile total loss claim handling, vehicle valuations, salvage processes, and regulatory requirements. This individual must demonstrate excellent leadership, organizational, problem-solving, and communication skills while maintaining a strong commitment to claim quality, operational efficiency, and customer service.

The Total Loss Manager will be responsible for supervising a team of 5–7 employees, ensuring timely and accurate claim resolutions, maintaining compliance with company procedures and applicable state regulations, and providing guidance on complex total loss claims.

Key Responsibilities

Team Leadership and Management

• Directly supervise, coach, and develop a team of 5–7 total loss employees.
• Oversee daily workflow, claim assignments, employee productivity, and overall team performance.
• Conduct monthly employee claim audits to ensure accuracy, compliance, and quality standards.
• Complete annual employee performance evaluations and provide ongoing performance feedback.
• Identify training opportunities and provide guidance to improve employee performance and claim handling.
• Promote accountability, teamwork, professionalism, and continuous improvement within the department.

Total Loss Claims Oversight

• Review total loss claim files for quality control, accuracy, proper documentation, and compliance with company standards.
• Ensure appropriate total loss determinations based on economic factors and applicable state-specific statutory requirements.
• Assist employees with complex claims, disputed vehicle valuations, and difficult claim resolutions.
• Review and assist in resolving customer complaints and escalated claim disputes.
• Provide guidance on vehicle valuations, settlement negotiations, and total loss payment procedures.
• Monitor claim handling timelines to ensure timely resolutions and minimize unnecessary delays.
• Ensure proper application of state-specific titling, ownership transfer, and salvage requirements.

Salvage and Vendor Management

• Maintain a working knowledge of automobile salvage procedures, vehicle auctions, and salvage recovery processes.
• Monitor salvage handling practices to maximize recovery opportunities and minimize unnecessary expenses.
• Understand and evaluate advanced charges, including towing, storage, and other vehicle-related expenses.
• Maintain effective working relationships and strong communication with salvage vendors, auction facilities, towing companies, and other business partners.
• Assist with resolving vendor-related issues involving vehicle releases, storage fees, title processing, and salvage proceeds.

Quality Control and Customer Service

• Ensure claims are handled professionally, fairly, and consistently with company guidelines and applicable regulations.
• Monitor claim quality and identify opportunities to improve processes and operational efficiency.
• Demonstrate excellent verbal and written communication skills when interacting with employees, customers, vendors, and other departments.
• Resolve escalated customer complaints and disputes in a professional and timely manner.
• Represent the company by maintaining high standards of professionalism, integrity, and customer service.

Preferred Experience and Qualifications

• 3–5 years of experience handling automobile total loss insurance claims.
• Experience determining total losses based on economic considerations and/or state-specific statutory thresholds.
• Working knowledge of automobile damage estimating software and vehicle valuation systems.
• Strong understanding of automobile salvage procedures, auction operations, and salvage proceeds.
• Knowledge of towing, storage, and advanced charges associated with total loss claims.
• Familiarity with state-specific title requirements, salvage titles, and vehicle ownership transfers.
• Experience negotiating vehicle valuation disputes and resolving complex claim issues.
• Demonstrated ability to handle customer complaints and difficult claim situations.
• Prior supervisory, leadership, or team management experience preferred.
• Experience working in a multi-state automobile insurance claims environment is a plus.

Required Skills and Abilities

• Ability to effectively supervise and manage 5–7 employees.
• Strong leadership, coaching, and employee development skills.
• Excellent organizational and time management abilities.
• Strong analytical skills and attention to detail.
• Ability to prioritize assignments and manage multiple responsibilities in a fast-paced claims environment.
• Effective decision-making and problem-solving capabilities.
• Excellent written and verbal communication skills.
• Ability to maintain positive relationships with internal departments and external vendors.
• Commitment to quality claim handling, regulatory compliance, and customer satisfaction.
• Proficiency with computer systems and insurance claims management software.
• Ability to work independently while maintaining accountability for team results.