This position facilitates the resolution of customer claims and concerns (includes all physical and digital/online transactions) 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 arbitration concepts, procedures, standards, policies, and systems. This position requires organization and management of sale day activities including post sale inspections and sale day arbitrations. Basic Functional Duties include performing basic Arbitrator duties with guidance, reviewing customer claims to verify compliance with Manheim's National Arbitration policies and account-specific guidelines, investigating less complex cases, interfacing with all departments involved in complaints, using resources to investigate and facilitate inspections and communications, using financial approval authority to resolve cases, evaluating claims, preparing communications for resolution, mediating disputes, monitoring and maintaining accurate files, and engaging supervisors for escalation. Knowledge milestones include understanding claims investigation, negotiation, arbitration concepts, auction-specific processes, and adherence to NAAA standards and legal requirements. Client interaction involves advising clients on arbitration processes and policies, facilitating communications between parties, and providing claim status information. Other duties include demonstrating safety commitment and performing other assigned duties. Qualifications include a High School Diploma or equivalent (Bachelor’s preferred), experience in claims management or conflict resolution preferred, 1-2 years experience in relevant areas, and automotive or body shop experience preferred. Skills required include active listening, attention to detail, resilience, empathy, communication, decision making, customer focus, time management, conflict resolution, and relationship building. Drug testing is required with specific policies on marijuana. Benefits include paid time off, holidays, and additional leave types. Cox Automotive is an Equal Employment Opportunity employer and provides reasonable accommodations. Applicants must be authorized to work in the United States without sponsorship.
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