Arbitration Team Lead (Hybrid, Toronto)

OPENLANE•Brampton, ON

1d•Hybrid

About The Position

At OPENLANE, we make wholesale easy so our customers can be more successful. We are a technology company building the world’s most advanced—and uncomplicated—digital marketplace for used vehicles. We are a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use. And we are an innovation company accelerating the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial spirit. We’re looking for an Arbitration Team Lead (Hybrid, Toronto) with experience in efficiently managing and resolving customer claims and complaints related to vehicles sold through OPENLANE’s platforms. As the Arbitration Lead, you will report to the Senior Manager, Claim Operations, (Or Hub Manager where applicable). You will be crucial in conducting timely arbitration between buyers and sellers, ensuring compliance with auction arbitration policies. Additionally, you will oversee the post-sale inspection process.

Requirements

At least 5 years of experience in customer service and/or claims resolution
High School Diploma or equivalent
Experience with automobile brands, equipment, mechanics, and structure
Must have superior customer service and dispute resolution orientation
Effective report writing and composition skills
Familiarity with arbitration policies and regulations

Nice To Haves

At least One (1) year of mechanical experience
At least one (1) year of auto auction experience
Bachelor’s degree in business or related field
Previous people leadership experience

Responsibilities

Conduct daily production planning.
Provide decision-making coaching and guidance to agents.
Maintain and escalate caseload as assigned.
Host daily case meetings and lead by example.
Coordinate third-party inspections and ensure proper recordkeeping.
Recommend new customer services and procedures to the General Manager.
Stay informed about breakdowns and maintenance, ensuring routine preventative maintenance.

Benefits

Competitive pay
Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US)
Immediately vested 401K (US) or RRSP (Canada) with company match
Paid Vacation, Personal, and Sick Time
Paid maternity and paternity leave (US)
Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US)
Robust Employee Assistance Program
Employer paid Leap into Service Day to volunteer
Tuition Reimbursement for eligible programs
Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization
Company culture of internal promotions, diverse career paths, and meaningful advancement