Auto Claims Specialist Arbitrator II (Manheim)

Company

Cox Automotive - USA

Job Family Group

Vehicle Operations

Job Profile

Arbitrator II

Management Level

Individual Contributor

Flexible Work Option

No remote option; must work at a specified Cox location

Travel %

No

Work Shift

Day

Compensation

Hourly base pay rate is $19.13 - $28.65/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

Job Description

The Automotive Claims Specialist II facilitates the resolution of customer claims and concerns (includes all physical and digital/online transactions) after a sale and is responsible for the timely and successful arbitration of vehicles between buyer and seller in accordance with auction and NAAA policies. The role will work to gain familiarity with fundamental arbitration concepts, procedures, standards, policies, and systems. This position requires organization and management of sale day activities including post sale inspections and sale day arbitrations. The ACS II may also assist with training on fundamentals with new arbitrators and is able to flex between supporting complex cases and guiding newer arbitrators on basic cases.

What You’ll Do

With very limited guidance, can perform all ACS II duties, including:

• Reviews customer claims to verify that they meet Manheim's National Arbitration policies and any account-specific guidelines.

• Investigates cases with increasing complexity that allow for less prescriptive decision making and require infrequent involvement from senior staff (e.g., more complex condition report claims, fraud claims, mechanical, structural, or history claims such as odometer, title brands, etc.).

• Interfaces with all departments involved in the complaint (i.e., reconditioning, front office, dealer services, vehicle entry, etc.), including during the fact finding and investigative phases.

• Uses appropriate resources to investigate and facilitate relevant inspection, documentation, and communication to ensure appropriate actions are completed to move cases forward or to resolution.

• Uses appropriate levels/limits of financial approval authority to resolve cases.

• Evaluates claims by obtaining, comparing, evaluating, and validating various forms of information.

• Prepares and facilitates communications for resolution via telephone, email, and in-person discussion.

• Mediates dispute and negotiates repair and/or pricing of disputed vehicles to arrive at a mutually acceptable solution and to keep vehicles sold.

• Monitors and maintains accurate files for each arbitration case, verifying accuracy of all required documentation, including invoices and settlement agreements.

• Engages with supervisor/manager to determine if escalation is required.

Knowledge & Subject Matter Milestones

• Demonstrates a strong understanding of investigating complex claims and to negotiate and influence others while maintaining a positive client experience.

• Demonstrates a strong understanding of Arbitration concepts and procedures.

• Displays a strong understanding of auction operational and administrative processes.

• Demonstrates command and working knowledge of National Auto Auction Association (NAAA) arbitration standards, Manheim Marketplace Policies, and relevant legal requirements.

Client Interaction/Communication Responsibilities

• Advises clients of the arbitration claim process, company policies, any auction- or account specific guidelines, and NAAA guidelines.

• Facilitates both written and verbal communications between buyers, sellers, and various auction team members and third parties to actively gather information necessary to guide parties toward agreement and resolution while maintaining an awareness of goals and objectives.

• Provides relevant information such as claim status to clients.

• Leverages de-escalation techniques to prevent escalation of conflict and resolve client issues promptly.

Other Duties

• Promotes the Auction and its services with customers to gain additional business, such as post-sale inspections.

• Demonstrates safety commitment by following all safety and health procedures and modeling the appropriate behaviors.

• Participates in support of all safety activities aligned