Arbitration Coordinator (Manheim Dallas-Fort Worth)
CompanyCox Automotive - USAJob Family GroupVehicle OperationsJob ProfileArbitrator IManagement LevelIndividual ContributorFlexible Work Option Hybrid - Ability to work remotely part of the weekTravel %NoWork ShiftDayCompensationHourly base pay rate is $16.59 - $24.86/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.Job DescriptionThe Arbitration Coordinator is an entry-level role primarily responsible for managing inbound communications from vehicle buyers and sellers, ensuring efficient intake and routing of cases to the appropriate teams. Additionally, this role will verify claim validity, manage documentation, and facilitate vehicle inspections, while also handling the closure of simple, less complex claims. This position is key to the efficient operation of the Arbitration team, ensuring accurate documentation, communication flow, and timely resolution of claims. Preferred applicants will be bilingual in both English and Spanish. PRIMARY DUTIES/KEY RESPONSIBILITES Intake Coordination 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. &nb...