Backend Accounts & Risk Virtual Assistant

About the Role:
We are a growing car rental company in the United States looking for a highly organized, persistent, and resourceful Virtual Assistant to manage important backend operations.

This is **not a general customer service position**.

Your primary responsibility will be protecting company revenue, managing claims and collections, coordinating roadside situations, and helping the company improve its vendor relationships and backend processes.

We are looking for someone who can take ownership of a problem and follow it through until it is completely resolved.

Primary Responsibilities
Damage & Insurance Claims:
* Open and manage vehicle damage cases
* File and follow up on insurance claims
* Communicate with insurance adjusters
* Collect police reports, photos, estimates, invoices, and supporting documents
* Track claim status and payments
* Maintain organized claim files
* Follow claims from initial i ---------- through final payment and closure
* Track customer deductibles and damage responsibility

Accounts Receivable & Collections:
* Follow up on outstanding customer balances
* Collect damage payments and other amounts owed
* Manage payment arrangements
* Track overdue accounts
* Maintain an accounts receivable/collections report
* Escalate unresolved balances to management

Chargebacks & Payment Disputes:
* Monitor chargeback deadlines
* Gather rental agreements, payment records, photos, communication, and other evidence
* Prepare organized dispute packages
* Track chargeback wins/losses and outcomes

Roadside Assistance:
* Coordinate towing, jump-starts, tire issues, lockouts, and other roadside situations
* Communicate with customers and service providers
* Locate appropriate vendors
* Track roadside i ---------- until completely resolved
* Collect invoices and documentation
* Determine whether charges should be assigned to the company or customer according to company policy

Towing, Impounds & Vehicle Recovery Support:
* Communicate with towing companies and impound lots
* Obtain release requirements and invoices
* Coordinate vehicle retrieval with our local team
* Maintain documentation related to vehicle recovery

Vendor & Partnership Research:
* Research towing companies, repair facilities, body shops, glass companies, tire shops, roadside providers, transportation companies, collections agencies, and other vendors
* Contact vendors and obtain pricing
* Negotiate or request fleet/business rates
* Compare multiple companies before making recommendations
* Identify stronger business partnerships
* Maintain an approved vendor database
* Continuously look for opportunities to reduce company costs and improve service

We do not want someone who simply sends management a list of Google results. We expect you to research, contact companies, compare options, and provide a clear recommendation.

Example:
**Companies Researched:** 8
**Companies Contacted:** 6
**Quotes Received:** 4
**Best Option:** XYZ Towing
**Normal Rate:** $165
**Negotiated Fleet Rate:** $120
**Coverage:** 24/7
**Recommendation:** Begin 30-day trial

Additional Backend Responsibilities:
* Audit rental accounts for missing documentation or outstanding balances
* Maintain organized digital records
* Track damaged vehicles and open cases
* Assist with repair and reimbursement documentation
* Create weekly claims and collections reports
* Identify recurring operational problems and recommend improvements
* Assist management with company research and special projects

What We're Looking For:
You should be:
* Extremely organized
* Persistent with follow-ups
* Comfortable making phone calls to U.S. companies
* Professional when communicating with insurance companies and customers
* Strong in written and spoken English
* Comfortable handling difficult conversations involving money
* Good at researching and comparing companies
* Able to negotiate professionally
* Detail-oriented
* Comfortable working with spreadsheets and software
* Able to manage multiple open cases simultaneously
* Able to work independently without needing constant instructions

Experience with **insurance claims, collections, accounts receivable, car rentals, automotive businesses, roadside assistance, customer disputes, or administrative operations** is a major advantage.

What Success Looks Like:
You don't simply complete tasks—you **close cases**.
If an insurance company owes us money, you follow up.
If a customer owes a balance, you follow up.
If a vehicle needs roadside assistance, you make sure the situation is resolved.
If we need a better towing provider, you research, contact, compare, and recommend one.
Nothing should sit untouched without a documented next action.

How to Apply: email ----------
Please include:
1. A short introduction about yourself.
2. Any experience you have with insurance claims, collections, accounts receivable, automotive companies, or similar work.
3. Your experience making phone calls to businesses in the United States.
4. An example of a situation where you had to repeatedly follow up to get an issue resolved.
5. Your availability and preferred working hours.
Please put **“BACKEND”** at the beginning of your application subject/title so we know you carefully read the entire job posting.