ADESA Claims Resolution Specialist

Carvana•Tempe, AZ

About The Position

ADESA is seeking a highly analytical, detail-oriented, and customer-focused Specialist, Central Arbitrations to join its Central Operations team. The role serves as a neutral problem-solver responsible for protecting the integrity of the arbitration process and mitigating financial risk across vehicle transactions. The Specialist investigates claims, mediates disputes, and facilitates fair, evidence-based resolutions between buyers and sellers, applying complex rules and communicating professionally in challenging situations. The position manages arbitration claims from initial investigation through final resolution. It involves evaluating vehicle and inspection evidence, interpreting arbitration policies, analyzing financial outcomes, verifying vehicle history, coordinating vehicle returns and title issues, and documenting claims. The Specialist collaborates with internal teams and communicates with dealers, buyers, inspectors, and other arbitrators. The job is listed in connection with an in-person hiring event, and compensation starts at $24 per hour.

Requirements

High school diploma or equivalent required.
Previous experience in a role requiring meticulous attention to detail, procedural adherence, and evidence-based decision-making.
Ability to gather, review, and compare evidence to determine claim validity and fair resolutions.
Ability to follow multi-step standard operating procedures and learn, retain, and apply complex, multi-layered rulesets.
Strong written communication skills to convey decisions professionally.
Strong negotiation, de-escalation, conflict-resolution, and dispute-resolution skills.
Must be able to read, write, speak, and understand English.
Must pass a complete background check.

Nice To Haves

Bachelor's degree preferred.
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 through follow-ups and final resolution.
Review Vehicle Details Pages and third-party inspections, compare conflicting evidence, and determine claim validity.
Apply and interpret NAAA and ADESA Arbitration Policies to support procedural integrity and fair outcomes.
Conduct financial analysis, use concession calculators to formulate offers, and help ensure justified concessions and secure asset handling during high-risk unwinds.
Verify vehicle history using third-party tools, including AutoCheck, Carfax, and Auto Data Direct, for issues such as title brands and potential odometer rollbacks.
Coordinate vehicle returns and the unwind process when sales are cancelled, including securing the vehicle and title.
Investigate late or missing title issues using internal systems and collaborate with the Titles Team.
Mediate buyer-seller disputes, negotiate fair outcomes, de-escalate challenging customer interactions, and manage unresponsive buyers.
Coordinate with internal teams, including Central Arbitration Team Leads, Carvana Accounting, ADESA Auction Operations and Field Teams, Carvana CX/DSAs, and ADESA Clear Customer Service.
Communicate claim statuses, decisions, and resolutions to external parties, including ADESA Clear Buyers/Dealers, third-party inspectors, and Manheim Arbitrators.
Resolve local auction logistics issues and handle fraud-related claims, including stolen or impounded vehicles, and Post-Sale Inspection failures.
Maintain detailed records of claims, investigations, communications, and resolutions in relevant systems and follow company policies and procedures.