Automotive Claims Resolution Specialist
7 days ago
At OPENLANE, we strive to make wholesale easier for our customers, empowering them to achieve success.
- We are a technology company innovating the world's most advanced and straightforward digital marketplace for used vehicles.
- We are a data-driven company providing customers with actionable insights to inform their buying and selling decisions.
- We are an innovation hub 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.
The Arbitration Specialist will be responsible for resolving customer claims and complaints related to vehicles sold through TradeRev and ADESA. This role requires managing timely arbitration between buyers and sellers, ensuring a successful resolution based on auction arbitration policies. Additionally, the Arbitration Specialist will oversee the post-sale inspection process.
Key Responsibilities- Accurately document customer claims and complaints.
- Coordinate vehicle inspections and diagnoses based on complaints and obtain second opinions when necessary.
- Gather all relevant information to facilitate 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 advise customers on these policies and the arbitration process.
- Negotiate mutually acceptable resolutions through repair and/or price adjustments to keep vehicles sold and avoid cancellations.
- Stay aware of relevant legislation related to the sale of goods and motor vehicle dealers acts in various provinces.
- Ability to resolve issues related to vehicle registration, liens, and odometer disputes.
- Maintain accurate and complete files on all customer claims, complaints, and resolution details.
- Stay informed about industry trends, including competitor policy, NAAA policy, and changes to these policies.
- Collaborate closely with the sales team to ensure continuity of communication and customer service.
- High School Diploma or equivalent required; Bachelor's degree preferred.
- 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.
- Superior customer service and dispute resolution orientation.
- Strong verbal and written communication skills 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.
Estimated Salary: $65,000 - $85,000 per year, depending on experience and qualifications.
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