Arbitration Coordinator (Manheim Dallas-Fort Worth)

Cox Enterprises • Euless, TX

1d • $17 - $25 • Hybrid

About The Position

The Arbitration Coordinator is an entry-level role primarily responsible for managing inbound communications from vehicle buyers and sellers, ensuring efficient intake and routing of cases to the appropriate teams. Additionally, this role will verify claim validity, manage documentation, and facilitate vehicle inspections, while also handling the closure of simple, less complex claims. This position is key to the efficient operation of the Arbitration team, ensuring accurate documentation, communication flow, and timely resolution of claims.

Requirements

• High school diploma or equivalent and 4 years’ experience in customer service, dispute resolution, automotive industry, or related field
• Strong organizational and communication skills.
• Attention to detail and ability to manage multiple tasks simultaneously.
• Proficiency in using computer systems and online portals to manage documentation and track claims.
• Ability to work in a fast-paced environment and maintain professionalism in handling disputes and sensitive information.
• Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.

Nice To Haves

• Associate degree or technical training is a plus
• Prior experience in an administrative, customer service, or call center environment.
• Prior experience reading, interpreting, and applying policy, legal terms, or contract language to ensure compliance and proper execution of processes is preferred.
• Familiarity with the automotive auction industry, including vehicle conditions and basic auction processes.
• Bilingual in both English and Spanish.

Responsibilities

• Receive, triage and route inbound calls from buyers, sellers, and auction partners.
• Answer general questions related to arbitration claims, policies, and procedures.
• Accurately capture information from callers to assist the Arbitration team in furthering claims.
• Utilize a strong understanding of the arbitration process and policies to accurately route claims to the appropriate teams and ensure compliance with procedural guidelines.
• Achieve weekly KPI goals of answer rate, speed of answer and transfer percentage.
• Review and verify the validity of claims, ensuring all required NAAA Arbitration Standards, Manheim Marketplace Policies and any account-specific criteria are met before forwarding to the arbitrator.
• Take ownership of simple claims that can be resolved without escalation, providing resolutions according to prescribed guidelines.
• Proactively monitor the status of claims and follow up with all parties to ensure timely resolution.
• Advises clients of the arbitration claim process, company policies, auction, account specific guidelines, and NAAA criteria.
• Communicate status updates to buyers, sellers, and the Arbitration team as needed.
• Manage the lifecycle of each claim, from initial report through resolution, ensuring all claims are thoroughly documented and properly closed.
• Provide detailed summaries of decisions and ensure all parties are informed and understand the outcome.
• Achieve weekly KPI goals of claims closed per hour and within a specified period.
• Ensure all required documentation for arbitration claims is accurately received, organized, and uploaded into the system.
• Acknowledge documentation submissions and communicate with buyers and sellers regarding missing or incomplete claim information.
• Maintain accurate records and filing systems for all arbitration cases.
• Support the Arbitration team with additional administrative tasks as needed.
• Serve as the dedicated point of contact for ensuring proper, complete and timely entry into the Vehicle Control Files (VCF).
• Coordinate inspections with the appropriate teams to ensure timely completion of the VCF process.
• Generate inventory reports and enter data into the Vehicle Control File (VCF) to provide visibility to the mechanic shop.
• Monitor vehicles throughout the repair process and record updates in Salesforce notes.
• Oversee the vehicle's journey from entry into the mechanic shop through to the completion of repairs, ensuring all information is accurately documented and communicated.
• Maintain regular communication with other departments across the physical site, such as inventory, inspections, and logistics teams, to ensure smooth coordination and timely updates throughout the repair process.
• Upload inspection information into the claim system and verify accuracy before closing claims.
• Ensure vehicles are stocked into the proper inventory account and located in the correct area post-inspection and/or post-decision.

Benefits

• minimum of sixteen hours of paid time off every month
• seven paid holidays throughout the calendar year
• bereavement leave
• time off to vote
• jury duty leave
• volunteer time off
• military leave
• parental leave
• health care insurance (medical, dental, vision)
• retirement planning (401(k))
• paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED