Senior Arbitration Specialist

3 weeks ago

Oakville North, Canada TRVC Nth Gen Software Inc Full time

Who We Are:
At OPENLANE we make wholesale easy so our customers can be more successful.
We're a technology company building the world's most advanced-and uncomplicated-digital marketplace for used vehicles.

We're a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use.

And we're an innovation company accelerating the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial spirit.

Our Values:

Driven Waybuilders. We pursue challenges that inspire us to build, create and innovate.
Relentless Curiosity. We seek to understand and improve our customers' experience.
Smart Risk-Taking. We transform risk into progress through data, experience, and intuition.
Fearless Ownership. We deliver what we promise and learn along the way.

Position Overview
Reporting to the Arbitration Team Lead, (or Hub Manager where applicable), the Senior Arbitration Specialist (Hybrid) will be responsible for all aspects of the resolution of customer claims & complaints with regards to vehicles sold through the TradeRev and ADESA system. The position requires the management of timely arbitration between buyers and sellers with the goal of reaching a successful resolution based on auction arbitration policies. In addition, the Arbitration Specialist will manage the post-sale inspection process.

Responsibilities & Duties:
Accurately document customer claims & complaints

Arrange vehicle inspections and diagnosis based on complaints and obtain second opinions where necessary

Gather all relevant information necessary to facilitate a negotiation and resolution between buyer and seller

Maintain communication with customers regarding arbitration status and timing

Possess an intimate knowledge of auction arbitration policies and can advise customer of these policies and of the arbitration process

Arrive at mutually acceptable resolutions through negotiation of repairs and/or price adjustments in order to keep vehicles sold and avoid sale cancellations

Be aware of relevant legislation as it relates to the sale of goods and the motor vehicle dealers acts of various provinces

Ability to understand and resolve issues with regards to vehicle registration, liens and odometer disputes

Maintain accurate and complete files on all customer claims, complaints and resolution details

Be aware of industry trends with regards to arbitration policy including an awareness of competitor policy, NAAA policy and changes to these policies

Work closely with the sales team to ensure continuity of communication and customer service

Perform other duties as assigned by management

Qualifications & Education Requirements:
High School Diploma or equivalent required; Bachelor's degree preferred

Preferably 1-3 years of automotive, mechanical or body shop experience; dispute resolution and auto auction experience is an asset

Experience with automobile brands, equipment, mechanics and structure

Must have a superior customer service and dispute resolution orientation

Strong verbal and written communication skill required

Bilingualism (English & French) would be considered an asset

Effective report writing and composition skills required

Experience and working knowledge of Microsoft Office applications including Excel, Word and Outlook

Strong management and organization skills

Knowledge of health and safety practices and policies

We thank all applicants for their interest. Only candidates selected for an interview will be considered.

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