Arbitration Coordinator

What We Offer

• 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 your knowledge across a publicly traded, global organization
• Company culture of internal promotions, diverse career paths, and meaningful advancement

The Arbitrations Coordinator plays an important role assisting the team in various duties with the objective of delivering a high level of customer service and maintaining customer loyalty. As the Arbitration Coordinator, you will be responsible for researching and verifying information; gathering, evaluating and analyzing data and preparing case resolutions, summaries and/or comments to arbitration cases within a CRM database. Must know, practice, and ensure that company policies, procedures, and applicable state and federal laws are followed at all times.

The Arbitrations Coordinator collaborates with team members in other departments and has no direct reports. Reporting to the Sr. Arbitration Manager, this role will collaborate with Arbitration Specialists/Representatives and the Sales team.

• Customer-Oriented: maintain communication with customers regarding arbitration status and timing.
• Detail-Oriented: maintain accurate and complete files on all customer claims, complaints, and resolution details.
• Knowledgeable: retain and communicate arbitration policies and advise customers of relevant legislation related to the sale of goods.
• Collaborative: work closely with internal teams and sales to ensure continuity of service.

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

• 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 including Sheets, Docs, and Gmail.
• Superior dispute resolution orientation and strong organizational skills.

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