ADESA Claims Resolution Specialist

Carvana•Tempe, AZ

2d•Onsite

About The Position

ADESA is seeking a highly analytical, detail-oriented, and customer-focused Specialist, Central Arbitrations to join its Central Operations team. This role is a neutral problem-solver responsible for protecting the integrity of the arbitration process and mitigating financial risk across transactions. The Specialist investigates claims, mediates disputes, and facilitates fair, evidence-based resolutions between buyers and sellers, applying complex rules and communicating professionally to maintain a consistent and transparent auction system. The role manages arbitration claims from initial investigation through final resolution. It involves reviewing vehicle details and third-party inspections, interpreting NAAA and ADESA arbitration policies, analyzing financial outcomes, verifying vehicle histories, coordinating returns and unwinds, and resolving title issues. The Specialist works with internal teams and external parties, keeps complete records, and handles additional issues such as auction logistics, fraud-related claims, and post-sale inspection failures. The position is in person. Compensation starts at $24 per hour. Hiring is contingent on passing a background check, and the role is not eligible for visa sponsorship. ADESA will make reasonable accommodations for applicants with disabilities to perform essential job functions.

Requirements

High school diploma or equivalent.
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 for conveying decisions professionally.
Excellent negotiation, de-escalation, conflict-resolution, and dispute-resolution skills.
Ability to read, write, speak, and understand English.

Nice To Haves

Bachelor's degree.
Background in automotive mechanics or reconditioning.
Familiarity with AI tools for data analysis or communication.

Responsibilities

Manage arbitration claims through their full lifecycle, 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 preserve procedural integrity and reach fair outcomes.
Conduct financial analysis, use concession calculators to formulate offers, and ensure justified concessions and secure asset handling during high-risk unwinds.
Verify vehicle histories using third-party tools to investigate title brands and potential odometer rollbacks.
Coordinate vehicle returns and unwinds when sales are cancelled, including securing the vehicle and title.
Investigate late or missing titles using internal systems and work with the Titles Team to resolve issues.
Mediate 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 and dealers, third-party inspectors, and Manheim arbitrators.
Resolve local auction logistics issues, manage fraud-related claims involving stolen or impounded vehicles, and address Post-Sale Inspection failures.
Maintain accurate records of claims, investigations, communications, and resolutions in relevant systems, following company policies and procedures.