Arbitration Coordinator; Manheim Dallas-Fort Worth

Company Cox Automotive - USA Job Family Group Vehicle Operations Job Profile Arbitrator I Management Level Individual Contributor Flexible Work Option Hybrid - Ability to work remotely part of the week Travel % 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.

The 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.

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. 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.

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