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 Reporting to the Sr. Manager, Claim Operations the Arbitration Specialist applies principles of procedural fairness in reviewing arbitration cases with the objective of delivering a high level of customer service and maintaining customer loyalty. The Arbitration Specialist will be responsible for all aspects of the resolution of customer claims and complaints with the goal to reach resolution. The position requires the management of timely arbitration between buyers and sellers with the goal of reaching a successful resolution based on auction arbitration policies. You will: Research, evaluate validity, and resolve arbitrations after the sale Use independent judgment to evaluate damage and repairs needed and reach a mutually acceptable resolutions through negotiation of repairs and/or price adjustments in order to keep vehicles sold and avoid sale cancellations Ability to explain to customers the subjects of Arbitration specifics, such as mechanical issues, body and paint work, and market conditions Arrange vehicle inspections and diagnosis based on complaints and obtain second opinions where necessary Gather all relevant information necessary to facilitate a negotiation and resolution between buyer and seller Maintain communication with customers regarding arbitration status and timing Possess an intimate knowledge of auction arbitration policies and can advise customer of these policies and of the arbitration process Be aware of relevant legislation as it relates to the sale of goods and the motor vehicle dealers acts of various provinces Ability to understand and resolve issues with regards to vehicle registration, liens and odometer disputes Maintain accurate and complete files on all customer claims, complaints and resolution details Be aware of industry trends with regards to arbitration policy including an awareness of competitor policy, NAAA policy and changes to these policies Work closely with the internal teams to ensure continuity of communication and customer service Perform other duties as assigned by management Must haves: High School Diploma or equivalent required; Bachelor’s degree preferred Must have a superior customer service and dispute resolution orientation Strong verbal and written communication skill required Effective report writing and composition skills required Experience and working knowledge of Google Suite Strong management and organization skills Nice to haves: Bilingual in Both English & French (Written & Verbal) Experience with automobile brands, equipment, mechanics and structure Preferably 2-3 years of automotive, mechanical or body shop experience; dispute resolution and auto auction experience Sound like a match? Apply Now - We can't wait to hear from you! OPENLANE makes wholesale easy so our customers can be more successful. Our end-to-end platform serves the remarketing needs of the world’s largest OEMs, dealers, fleet operators, rental companies and financial institutions. We’re a technology company delivering next generation tools to accelerate and simplify remarketing. We’re an analytics company leveraging data to inform and empower our customers with clear, actionable insights. And we’re an auction company powering the world’s most advanced digital used vehicle marketplaces. In 2021, OPENLANE sold nearly 2.6 million vehicles valued at over $40 billion through our auctions and generated approximately $2.3 billion in revenue. Our integrated digital marketplaces and vehicle logistics centers reduce risk, improve transparency and streamline the experience for customers in about 75 countries. OPENLANE continues to make investments in innovation, strategic acquisitions and integrations to better serve our customers. Headquartered in Carmel, Indiana, OPENLANE has about 5,000 employees and maintains business units across North America, Europe, the Philippines and Uruguay. Together, the OPENLANE brands provide a complete remarketing solution for our customers. California Residents: Click here to learn more about the personal information we collect in the application process. Also, click here for how we adhere to the California Fair Chance Act. Canadian Residents: Click here to learn more about how we adhere to the provincial Human Rights Codes and any accessibility and/or disability legislation" OPENLANE is an equal opportunity employer and a drug-free workplace.
