Arbitration Coordinator

Role Overview

The Arbitrations Coordinator assists the team with a focus on customer service and maintaining loyalty. Responsibilities include researching, verifying information, gathering, evaluating and analyzing data, and preparing case resolutions, summaries and comments for arbitration cases in a CRM database. The role ensures compliance with company policies, procedures and applicable state and federal laws.

• Distribute new incoming arbitration claims, handling incoming phone calls and assigning online customer cases.
• Request and review evidence (pictures, estimates, witness statements, etc.) from both parties.
• Assist the team with follow‑up calls to dealers and remind dealers of arbitration rules.
• Investigate and coordinate the resolution of arbitration claims submitted by customers.
• Interpret and apply OPENLANE Terms and Conditions impartially.
• Communicate with customers and clients regarding claim validity.
• Provide excellent customer service and offer options to improve buyer experience.
• Complete other projects and tasks as assigned.

Must Have:

• High School Diploma or equivalent.
• Experience with dispute resolution or automotive, mechanical, or body shop environments.
• Strong verbal and written communication and effective report writing skills.
• Working knowledge of Google applications (Sheets, Docs, Gmail).
• Superior dispute resolution orientation and strong organizational skills.

Nice to Have:

• Bachelor’s degree.
• Auto auction experience or specific experience with automobile brands and equipment.

• Competitive pay.
• Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US).
• Immediately vested 401K (US) or RRSP (Canada) with company match.
• Paid vacation, personal, and sick time.
• Paid maternity and paternity leave (US).
• Employer‑paid short‑term disability, long‑term disability, life insurance, and AD&D (US).
• Robust Employee Assistance Program.
• Employer paid Leap into Service Day to volunteer.
• Tuition reimbursement for eligible programs.
• Opportunities to expand your skill set and share knowledge across a globally listed organization.
• Company culture of internal promotions, diverse career paths, and meaningful advancement.

OPENLANE is an equal‑opportunity employer and a drug‑free workplace.