Arbitration Coordinator

Who We Are:
At OPENLANE we make wholesale easy so our customers can be more successful.


We're a technology company building the world's most advanced-and uncomplicated-digital marketplace for used vehicles.
We're a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use.
And we're an innovation company accelerating the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial spirit.

Our Values:
Driven Waybuilders. We pursue challenges that inspire us to build, create, and innovate.
Relentless Curiosity. We seek to understand and improve our customers' experience.
Smart Risk-Taking. We transform risk into progress through data, experience, and intuition.
Fearless Ownership. We deliver what we promise and learn along the way.

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

We're Looking For:

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

You Are:

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

You Will:

• Distribute new incoming arbitration claims, handling incoming phone calls and assigning online customer cases.
• Requests and reviews evidence such as pictures, estimates, witness statements, etc. from both parties.
• Assisting team with follow up calls to dealers and reminding dealers of the arbitration rules.
• Investigates and coordinates the resolution of arbitration claims submitted by customers.
• Interprets and applies OPENLANE Terms and Conditions in a fair and impartial manner.
• Communicates with customers and clients to discuss the validity of the claim.
• Provide excellent customer service and offers options to improve buyer experience.
• Other projects and tasks as assigned.

Who You Will Work With:

Reporting to the Sr. Arbitration Manager, this role will collaborate with Arbitration Specialists/Representatives and the Sales team.

Must Have's:

• 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.

Nice to Have's:

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

Sound like a match? Apply Now - We can't wait to hear from you!