Senior Intake Arbitrator (Manheim)

Company

Cox Automotive - USA

Job Family Group

Vehicle Operations

Job Profile

Sr Arbitrator

Management Level

Individual Contributor

Flexible Work Option

Hybrid - Ability to work remotely part of the week

Travel %

No

Work Shift

Day

Compensation

Hourly base pay rate is $23.65 - $35.48/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 Senior Arbitrator is responsible for managing high-stakes, complex disputes for clients with portfolios exceeding 2,500 units annually, where financial risk and business relationships are critical. This role involves resolving disputes through effective negotiation, mitigating financial risks, and collectively managing a substantial $5+ billion claims portfolio. Advanced expertise in NAAA guidelines, vehicle conditions, and auction processes, combined with exceptional negotiation and conflict resolution skills, is required. The Sr. Arbitrator ensures timely, fair, and strategically sound resolutions while delivering white-glove service to key clients, maintaining trust, and protecting long-term business interests. Additionally, this role leverages data analytics to identify dispute trends and recommends process improvements to minimize future claims.

Primary Duties/Key Responsibilities:

Claim Verification & Investigation:

• Conduct thorough investigations and analyses of high-stakes claims for key enterprise-wide, national or large regional clients with portfolios exceeding 2,500 units annually. Utilize expertise in vehicle conditions, auction processes, and NAAA guidelines to assess transaction details, client history, and evidence such as video recordings and vehicle reports. Consider factors like announcements, lighting, and venue to ensure accurate resolution of claims.
• Synthesize data from various sources to determine party responsibility, applying advanced decision-making skills to manage significant financial exposure. Ensure adherence to NAAA guidelines while formulating resolution strategies that protect the company from risk and meet client expectations.

High-Stakes Dispute Resolution:

• Leverage advanced negotiation techniques to resolve complex, high-risk exposure disputes, preserving key client relationships and minimizing financial loss. Exercise financial authority on behalf of the seller to negotiate and approve adjustments up to a specified dollar threshold, ensuring decisions are made in alignment with company policies and established guidelines.
• Exercise financial discretion on behalf of Manheim to approve adjustments up to $1,500 when necessary, ensuring balanced and fair outcomes in sensitive, high-impact cases for a substantial portfolio of $5+ billion in claims.
• Navigate sensitive, high-impact cases with skill to ensure balanced and fair outcomes.
• Maintain strict compliance with NAAA guidelines and company policies to protect organizational interests and foster long-term client partnerships.

Conflict Resolution & Relationship Management:

•  Leverage established and developing relationships to navigate complex cases and address concerns effectively, especially with high-revenue clients.
• Apply advanced de-escalation strategies to ensure professional, productive dialogue even in emotionally charged situations.
• Act as the main point of contact for high-revenue clients, providing personalized, autonomous support and ensuring swift communication to preserve long-term relationships.

Escalation & Decision-Making:

• Serve as a subject matter expert, providing guidance to lower-level arbitrators and auction staff on unresolved claims. Use professional judgment to interpret complex scenarios and balance company and client interests.

Claim Management & Closure:

• Independently oversee the lifecycle of highly complex claims for an assigned “book of business” of key accounts that deliver high revenue through high volume. Ensure comprehensive documentation and timely, transparent resolution with minimal supervision. Close 50+ claims weekly.
• Mitigate financial risks through expert negotiation, providing insights to improve processes and prevent recurring issues.

Data Analytics & Reporting:

• Analyze dispute historical claims data to identify patterns and operational weaknesses, suggesting preventative measures to reduce future claims. Prepa