Arbitration Resolution Specialist

1 month ago

Brampton, Ontario, Canada OPENLANE Full time

About the Role:

The Arbitration Specialist will be responsible for resolving customer claims and complaints related to vehicles sold through the TradeRev and ADESA system. This role requires effective management of timely arbitration between buyers and sellers, with the goal of reaching a successful resolution based on auction arbitration policies.

Key Responsibilities:

  • Accurately document customer claims and 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 customers of these policies and 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

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 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

About OPENLANE:

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.

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