Auto Claims Specialist I (Manheim)

Cox Enterprises • Manheim, PA

2d • $17 - $25 • Onsite

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.

Requirements

• High School Diploma or equivalent required. Bachelor’s degree preferred.
• Previous experience in claims management and/or problem and conflict resolution preferred.
• Claim adjuster experience is a plus.
• 1-2 years of experience in areas of responsibility.
• 1+ years of automotive, mechanical, and/or body shop experience preferred.
• Active Listening
• Accuracy and Attention to Detail
• Resilience/Adaptability
• Demonstrates Empathy
• Verbal and Written Communication
• Decision Making
• Customer Focus
• Time Management
• Conflict Resolution
• Builds Positive Relationships
• To be employed in this role, you’ll need to clear a pre-employment drug test.
• 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.

Responsibilities

• Reviews customer claims to verify that they meet Manheim's National Arbitration policies and any account-specific guidelines.
• Investigates basic, less complex cases (e.g., late title claims, basic condition report claims, vehicle availability, post-sale inspection fails, mechanical/structural/undisclosed vehicle damage, etc.) or those requiring more prescriptive decision making.
• 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 disputes 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.
• Facilitates both written and verbal communications 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 objectives.
• Provides relevant information such as claim status to clients.
• 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: Entry Level
• Education Level: High school or GED