Inbound Call Management:
Receive, triage and route inbound calls from buyers, sellers, and auction partners.
Answer general questions related to arbitration claims, policies, and procedures.
Accurately capture information from callers to assist the Arbitration team in furthering claims. Utilize a strong understanding of the arbitration process and policies to accurately route claims to the appropriate teams and ensure compliance with procedural guidelines.
Achieve weekly KPI goals of answer rate, speed of answer and transfer percentage.
Claim Verification:
Review and verify the validity of claims, ensuring all required NAAA Arbitration Standards, Manheim Marketplace Policies and any account-specific criteria are met before forwarding to the arbitrator.
Take ownership of simple claims that can be resolved without escalation, providing resolutions according to prescribed guidelines.
Claim Tracking and Follow-up:
Proactively monitor the status of claims and follow up with all parties to ensure timely resolution.
Advises clients of the arbitration claim process, company policies, auction, account specific guidelines, and NAAA criteria.
Communicate status updates to buyers, sellers, and the Arbitration team as needed.
Claim Management & Closure:
Manage the lifecycle of each claim, from initial report through resolution, ensuring all claims are thoroughly documented and properly closed.
Provide detailed summaries of decisions and ensure all parties are informed and understand the outcome.
Achieve weekly KPI goals of claims closed per hour and within a specified period.
Documentation Management:
Ensure all required documentation for arbitration claims is accurately received, organized, and uploaded into the system.
Acknowledge documentation submissions and communicate with buyers and sellers regarding missing or incomplete claim information.
Administrative Support:
Maintain accurate records and filing systems for all arbitration cases.
Support the Arbitration team with additional administrative tasks as needed.
VCF Coordination
Serve as the dedicated point of contact for ensuring proper, complete and timely entry into the Vehicle Control Files (VCF).
Coordinate inspections with the appropriate teams to ensure timely completion of the VCF process.
Generate inventory reports and enter data into the Vehicle Control File (VCF) to provide visibility to the mechanic shop.
Monitor vehicles throughout the repair process and record updates in Salesforce notes.
Oversee the vehicle's journey from entry into the mechanic shop through to the completion of repairs, ensuring all information is accurately documented and communicated. Maintain regular communication with other departments across the physical site, such as inventory, inspections, and logistics teams, to ensure smooth coordination and timely updates throughout the repair process.
Upload inspection information into the claim system and verify accuracy before closing claims.
Ensure vehicles are stocked into the proper inventory account and located in the correct area post-inspection and/or post-decision.
Required Experience & Specialized Knowledge and skills
High school diploma or equivalent and 4 years’ experience in customer service, dispute resolution, automotive industry, or related field; Associate degree or technical training is a plus
Strong organizational and communication skills.
Attention to detail and ability to manage multiple tasks simultaneously.
Proficiency in using computer systems and online portals to manage documentation and track claims.
Ability to work in a fast-paced environment and maintain professionalism in handling disputes and sensitive information.
Preferred Experience:
Prior experience in an administrative, customer service, or call center environment.
Prior experience reading, interpreting, and applying policy, legal terms, or contract language to ensure compliance and proper execution of processes is preferred.
Familiarity with the automotive auction industry, including vehicle conditions and basic auction processes.
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Drug Testing
To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.
