Automotive Claims Specialist I

Company

Cox Automotive - USA

Job Family Group

Vehicle Operations

Job Profile

Arbitrator I

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 $17.31 - $25.96/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

This position facilitates the resolution of customer claims and concerns (includes all physical and digital/online transaction's) 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 arbitrator concepts, procedures, standards, policies, and systems. This positions requires organization and management of sale day activities including post sale inspection's and
sale day arbitration's.

Job Responsibilities:

Basic Functional Duties; with guidance, performs basic Arbitrator duties, including:

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

• Investigates basic, less complex cases (e.g., late title claims, basic condition report claims, vehicle availability, post-sale inspection fails, mechanical/structural/undisclosed vehicle damage, etc.) or those requiring more prescriptive decision making.

• 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 disputes 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 an understanding of investigating claims and to negotiate and influence others while maintaining a positive client experience.

• Gains familiarity and understanding of Arbitration concepts and procedures.

• Gains foundational understanding of auction-specific operational and administrative processes.

• Learns and adheres to National Auto Auction Association (NAAA) arbitration standards, Manheim Marketplace Policies, and relevant legal requirements.

Qualifications, Experience, and Education:

• High School Diploma or equivalent required

• Bachelor’s degree preferred.

• Previous experience in claims management and/or problem and conflict resolution preferred. Claim adjuster experience is a plus.

• 1-2 years of experience in areas of responsibility.

• 1+ years of automotive, mechanical, and/or body shop experience preferred.

• Skills and Abilities.

• Active Listening.

• Accuracy and Attention to Detail.

• Resilience/Adaptability.

• Demonstrates Empathy.

• Verbal and Written Communication.

• Decision Making o Customer Focus.

• Time Management.

• Conflict Resolution.

• Builds Positive Relationships.

Drug Testing

To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law durin