Auto Claims Specialist ; Manheim

Company Cox Automotive - USA

Job Family Group Vehicle Operations

Job Profile Arbitrator I

Management Level Individual Contributor

Flexible Work Option No remote option; must work at a specified Cox location

Travel %
Rut>
No

Work Shift Day

Compensation Hourly 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 Description

This position facilitates the resolution of customer claims and concerns (includes all physical and digital/online transactions) after a sale and is responsible for the timely and successful arbitration of vehicles between buyer and seller in accordance with auction and NAAA policies. The role will work to gain familiarity with fundamental arbitration concepts, procedures, standards, policies and systems. This position requires organization and management of sale day activities including post sale inspections and sale day arbitrations.

Basic Functional Duties

• With guidance, performs basic Arbitrator duties, including:

  • Reviews customer claims to verify that they meet Manheim's National Arbitration policies and any account‑specific guidelines.

  • Investigates basic, less complex cases (e.g., late title claims, basic condition report claims, vehicle availability, post‑sale inspection fails, mechanical/structural/undisclosed vehicle damage, etc.) or those requiring more prescriptive decision making.

  • Interfaces with all departments involved in the complaint (i.e., reconditioning, front office, dealer services, vehicle entry, etc.), including during the fact‑finding and investigative phases.

  • Uses appropriate resources to investigate and facilitate relevant inspection, documentation, and communication to ensure appropriate actions are completed to move cases forward or to resolution.

  • Uses appropriate levels/limits of financial approval authority to resolve cases.

  • Evaluates claims by obtaining, comparing, evaluating, and validating various forms of information.

  • Prepares and facilitates communications for resolution via telephone, email, and in‑person discussion.

  • Mediates disputes and negotiates repair and/or pricing of disputed vehicles to arrive at a mutually acceptable solution and to keep vehicles sold.

  • Monitors and maintains accurate files for each arbitration case, verifying accuracy of all required documentation, including invoices and settlement agreements.

  • Engages with supervisor/manager to determine if escalation is required.

Knowledge & Subject Matter Milestones

• Demonstrates an understanding of investigating claims and negotiating and influencing others while maintaining a positive client experience.
• Gains familiarity and understanding of Arbitration concepts and procedures.
• Gains foundational understanding of auction‑specific operational and administrative processes.
• Learns and adheres to National Auto Auction Association (NAAA) arbitration standards, Manheim Marketplace Policies, and relevant legal requirements.

Client Interaction/Communication Responsibilities

• Advises clients of the arbitration claim process, company policies, any auction‑or account‑specific guidelines, and NAAA guidelines.
• Facilitates both written and verbal communications between buyers, sellers, and various auction team members and third parties to actively gather information necessary to guide parties toward agreement and resolution, while maintaining an awareness of goals and objectives.
• Provides relevant information such as claim status to clients.

Other Duties

• Demonstrates safety commitment by following all safety and health procedures and modeling the appropriate behaviors.
• Participates in support of all safety activities aligned with Safety Excellence.
• Performs other duties as assigned.

Qualifications and Experience

Education

• High School Diploma or equivalent required.
• Bachelor’s degree preferred.

Experience

• Previous experience in claims management and/or problem and conflict resolution preferred. Claim…