Claims Resolution Partner (ADESA)

ADESA•Tempe, AZ

38d

About The Position

We are seeking a highly analytical, detail-oriented, and customer-focused Claims Resolution Partner (ADESA) to join the ADESA Central Operations team. This role is fundamentally a neutral problem-solver and a guardian of the arbitration process, crucial for ensuring procedural integrity and mitigating financial risk across all transactions. The Specialist meticulously investigates claims, mediates disputes, and facilitates fair, evidence-based resolutions between buyers and sellers, often navigating complex scenarios with information asymmetry. This position requires deep understanding and application of multi-layered rulesets, professional communication, and strong conflict resolution skills to maintain a consistent and transparent auction system.

Requirements

High School diploma or equivalent required; Bachelor's degree preferred.
Previous experience in a role requiring meticulous attention to detail, procedural adherence, and evidence-based decision-making.
Analytical & Evidence-Based Decision Making: Proven ability to gather, review, and compare evidence to determine claim validity and fair resolution.
Meticulous Attention to Detail & Rule Application: Ability to meticulously follow multi-step SOPs and quickly learn, retain, and apply complex, multi-layered rulesets.
Exceptional Communication & Conflict Resolution: Strong written communication for conveying decisions professionally; excellent negotiation, de-escalation, and dispute resolution skills for intricate situations.

Nice To Haves

Background in automotive mechanics or reconditioning.
Familiarity with AI tools for data analysis or communication.

Responsibilities

Manage the full lifecycle of arbitration claims, from initial investigation and first response to ongoing follow-ups and final resolution.
Conduct meticulous, evidence-based investigations by thoroughly reviewing Vehicle Details Pages and third-party inspections (e.g., One Guard), comparing conflicting evidence to determine claim validity.
Apply and interpret a complex, multi-layered ruleset, including NAAA Arbitration Policy and ADESA Arbitration Policy, to ensure procedural integrity and fair outcomes.
Mitigate financial risk by conducting thorough financial analysis, using concession calculators to formulate fair offers, and ensuring justified concessions and secure asset handling during high-risk unwinds.
Perform comprehensive vehicle history verification using third-party tools (AutoCheck, Carfax, Auto Data Direct) for issues like title brands or potential odometer rollbacks.
Coordinate the entire vehicle return and unwind process when sales are cancelled, ensuring the physical securing of the vehicle and title.
Investigate and resolve issues related to late or missing titles using internal systems (Carma, ARC), collaborating with the dedicated Titles Team for updates and resolution.
Act as a neutral mediator in disputes, utilizing excellent negotiation and conflict resolution skills to facilitate fair outcomes and de-escalate challenging customer interactions, including managing unresponsive buyers.
Serve as a key liaison with internal teams, including Central Arbitration Team Leads (for guidance, escalations, approvals), Carvana Accounting (for processing financial outcomes), ADESA Auction Operations/Field Teams, Carvana CX/DSAs, and ADESA Clear Customer Service.
Communicate professionally and clearly with external parties, including ADESA Clear Buyers/Dealers, Third-Party Inspectors, and Manheim Arbitrators, regarding claim statuses, decisions, and resolutions.
Handle less frequent but critical responsibilities such as resolving local auction logistics issues, managing fraud-related claims (stolen/impounded vehicles), and proactively addressing Post-Sale Inspection (PSI) failures.
Maintain meticulous records of all claims, investigations, communications, and resolutions within relevant systems, ensuring strict adherence to company policies and procedures.