Company
Cox Automotive - USA
Vehicle Operations
Arbitrator I
Individual Contributor
Hybrid - Ability to work remotely part of the week
No
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.
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.
- 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.
- Upload inspection information into the claim system and verify accuracy before closing claims.
- Ensure vehicles are stocked into the proper inventory account and located in the correct area post-inspection and/or post-decision.
Required Experience & Specialized Knowledge and skills
- High school diploma or equivalent and 4 years’ experience in customer service, dispute resolution, automotive industry, or related field; Associate degree or technical training is a plus
- Strong organizational and communication skills.
- Attention to detail and ability to manage multiple tasks simultaneously.
- Proficiency in using computer systems and online portals to manage documentation and track claims.
- Ability to work in a fast-paced environment and maintain professionalism in handling disputes and sensitive information.
Preferred Experience:
- Prior experience in an administrative, customer service, or call center environment.
- Prior experience reading, interpreting, and applying policy, legal terms, or contract language to ensure compliance and proper execution of processes is preferred.
- Familiarity with the automotive auction industry, including vehicle conditions and basic auction processes.
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To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.
Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.
EOE, including disability/vets
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.