Arbitrator II (Manheim Plus One)

Cox Enterprises

3d • $20 - $30 • Remote

About The Position

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. The ACS II may also assist with training on fundamentals with new arbitrators and is able to flex between supporting complex cases and guiding newer arbitrators on basic cases.

Requirements

• High School Diploma or equivalent required.
• Previous experience in claims management, claims investigation, and/or problem and conflict resolution.
• Minimum of 3 years of working experience in areas of responsibility.
• Active Listening
• Accuracy and Attention to Detail
• Demonstrates Verbal Empathy and Written Communication
• Resilience/Adaptability
• Decision Making
• Customer Focus
• Time Management
• Build Positive Relationships
• Influences Positive Outcomes
• Negotiation
• Conflict Resolution
• Business Acumen

Nice To Haves

• Bachelor’s degree preferred.
• Claim Adjuster experience is a plus.
• 3+ years of automotive, mechanical, and/or body shop experience strongly preferred.

Responsibilities

• Reviews customer claims to verify that they meet Manheim's National Arbitration policies and any account-specific guidelines.
• Investigate cases with increasing complexity that allow for less prescriptive decision making and require infrequent involvement from senior staff (e.g., more complex condition report claims, fraud claims, mechanical, structural, or historical claims such as odometer, title brands, etc.).
• Interfaces with all departments involved in the complaint (i.e., reconditioning, front office, dealer services, vehicle entry, etc.), including during the fact finding and investigative phases.
• Uses appropriate resources to investigate and facilitate relevant inspection, documentation, and communication to ensure appropriate actions are completed to move cases forward or to resolution.
• Uses appropriate levels/limits of financial approval authority to resolve cases.
• Evaluates claims by obtaining, comparing, evaluating, and validating various forms of information.
• Prepares and facilitates communications for resolution via telephone, email, and in person discussion.
• Mediates dispute and negotiates repair and/or pricing of disputed vehicles to arrive at a mutually acceptable solution and to keep vehicles sold.
• Monitors and maintains accurate files for each arbitration case, verifying accuracy of all required documentation, including invoices and settlement agreements.
• Engages with supervisor/manager to determine if escalation is required.
• Advises clients of the arbitration claim process, company policies, any auction- or account specific guidelines, and NAAA guidelines.
• Facilitate both written and verbal communication between buyers, sellers, and various auction team members and third parties to actively gather information necessary to guide parties toward agreement and resolution while maintaining an awareness of goals and undefined
• Provides relevant information such as claim status to clients.
• Leverages de-escalation techniques to prevent escalation of conflict and resolve client issues promptly.
• Promotes the Auction and its services with customers to gain additional business, such as post-sale inspections.
• Demonstrates safety commitment by following all safety and health procedures and modeling the appropriate behaviors.
• Participates in support of all safety activities aligned with Safety Excellence.
• Performs other duties as assigned.

Benefits

• Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year.
• Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
• Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).

What This Job Offers

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