[Hiring] Arbitrator I @Cox Enterprises

Role Description

This position is remote/work from home and can be located anywhere within the United States.

• Manage inbound communications from vehicle buyers and sellers, ensuring efficient intake and routing of cases to the appropriate teams.
• Verify claim validity, manage documentation, and facilitate vehicle inspections.
• Handle the closure of simple, less complex claims.
• Key responsibilities include:
• 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.
• 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 standards are met.
• Take ownership of simple claims that can be resolved without escalation.
• Claim Tracking and Follow-up:
• Proactively monitor the status of claims and follow up with all parties to ensure timely resolution.
• Advise clients of the arbitration claim process, company policies, and guidelines.
• Claim Management & Closure:
• Manage the lifecycle of each claim, ensuring all claims are thoroughly documented and properly closed.
• Provide detailed summaries of decisions and ensure all parties are informed.
• Documentation Management:
• Ensure all required documentation for arbitration claims is accurately received and organized.
• Acknowledge documentation submissions and communicate with buyers and sellers regarding missing information.
• Administrative Support:
• Support the Arbitration team with additional administrative tasks as needed.
• VCF Coordination:
• Serve as the dedicated point of contact for ensuring proper entry into the Vehicle Control Files (VCF).
• Coordinate inspections with the appropriate teams.
• Monitor vehicles throughout the repair process and record updates.
• Upload inspection information into the claim system and verify accuracy before closing claims.

Qualifications

• High school diploma or equivalent and 4 years’ experience in customer service, dispute resolution, automotive industry, or related field.
• 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.

Requirements

• Prior experience in an administrative, customer service, or call center environment.
• Prior experience reading, interpreting, and applying policy, legal terms, or contract language.
• Familiarity with the automotive auction industry, including vehicle conditions and basic auction processes.

Benefits

• Employees are eligible to receive a minimum of sixteen hours of paid time off every month.
• Seven paid holidays throughout the calendar year.
• 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.