Automotive Claims Specialist I - Military Veterans

• Job Description

  This position facilitates the resolution of customer complaints (including all vehicles and online transactions) after a sale and is responsible for the timely and successful arbitration of vehicles between buyer and seller in accordance with auction and NAAA policies.  This position also requires organization and management of sale-day activities including post-sale inspections and sale day arbitrations.

  Job Responsibilities:

  • Review customer complaints and mechanic reports about vehicle condition.
  • Inspect the vehicle to determine the extent of repairs, if any, and authorize a second opinion, if necessary.
  • Advise customers of the Auction policy and the complaint and arbitration process and facilitate the resolution/negotiation between the two parties.
  • Mediate disputes and negotiate repair and/or pricing of disputed vehicles to arrive at a mutually acceptable solution and to keep vehicles sold.
  • Have awareness of and resolve after-sale problems, such as issues with the title, mileage, frame damage, etc.
  • Monitor and maintain accurate files for each arbitration case, and interact with Auction sales personnel regarding information on vehicle sales, etc.
  • Act as a liaison with federal and state authorities regarding odometer rollbacks, salvage vehicles, etc.
  • Promote the Auction and its services with customers to gain additional business including, but not limited to, post-sale inspections.
  • Review customer claims to verify that they meet Manheim's National Arbitration policies and any account-specific guidelines; make/advise on financial decisions regarding arbitrations.
  • Interface with all departments involved in the complaint including the fact-finding and investigative phases.
  • Screen and input all qualified vehicles for post-sale inspection.
  • Inform buyers and sellers on the process, cost, and timing for completion of all PSI or buyer claims.
  • Visibly demonstrate safety commitment by following all safety and health procedures and modeling the behaviors related to such.  Actively participate in support of all safety activities aligned with Safety Excellence.
  • Perform other duties as assigned by management.

  Qualifications :

  • High School Diploma or equivalent required.
  • Strong verbal and written communication skills required
  • Ability to adapt to a fluid and changing environment.
  • Previous experience in problem and conflict resolution
  • Strong Organizational and time management skills
  • Automotive, mechanical, or body shop experience preferred.
  • Effective report writing and composition skills preferred.
  • Ability to lift 1-20 pounds.
  • Vision abilities required include close, distance, and color vision, depth perception, and ability to adjust focus.

MSCOX