Arbitrator II (Concierge Services)

The Arbitrator conducts thorough investigations and analyses of buyer and seller claims, ensuring adherence to NAAA Guidelines and Manheim Marketplace policies. This role involves resolving disputes through effective negotiation, mitigating financial risks, and collectively managing a substantial $5+ billion claims portfolio. Key responsibilities include applying conflict-resolution techniques, making informed decisions, and maintaining strong client relationships to enhance client satisfaction. The Arbitrator ensures each claim is meticulously documented and resolved in a timely manner.

• Conduct in-depth investigations and analyses of buyer and seller claims by meticulously reviewing all relevant factors, including transaction details, auction policies, and vehicle conditions. This involves examining client history and analyzing a range of evidence such as audio and video recordings, electronic vehicle history reports, and comparing the vehicle’s condition upon entry with its current state. Incorporate elements related to announcements, sale lights, market values, and location into the analysis while interpreting and applying NAAA Guidelines to ensure rigorous adherence to industry standards.
• Utilize analytical skills to synthesize findings and accurately determine the responsibility of each party involved. Based on this comprehensive evaluation, formulate and implement the most effective resolution strategy.

• Facilitate negotiations between buyers and sellers to reach a mutually beneficial resolution while ensuring compliance with company policies and financial objectives.
• Act as a neutral party to assess each case fairly, mediate disputes, and ensure open communication between the parties.
• Leverage negotiation and conflict resolution skills to mitigate financial losses, prevent costly legal actions, and reduce exposure to claims. With the financial authority to make adjustments up to $1,000 per claim, the Arbitrator proactively manages a substantial portfolio of $5+ billion in claims, playing a crucial role in safeguarding the organization’s financial health and significantly reducing loss exposure.

• Proactively manage conversations to avoid further escalation by addressing key concerns early, setting clear boundaries, and reinforcing a commitment to a fair process.                    
• Employ active listening, empathy, and clear communication to diffuse tension and foster a calm environment during disputes.
• Recognize when emotions are escalating and apply calming strategies, such as paraphrasing concerns to demonstrate understanding and allowing parties to vent respectfully before guiding the conversation back to the resolution.
• Encourage Collaboration by shifting focus from blame to problem-solving, encouraging both parties to see the situation as a joint issue to resolve rather than a personal conflict.

• Interpret and apply National Auto Auction Association (NAAA) policies and other relevant guidelines to evaluate each claim.
• Use professional judgment to determine the appropriate resolution for each case, ensuring it aligns with established industry standards.

• 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
• The Arbitrator conducts thorough investigations and analyses of buyer and seller claims, ensuring adherence to NAAA Guidelines and Manheim Marketplace policies.
• This role involves resolving disputes through effective negotiation, mitigating financial risks, and collectively managing a substantial $5+ billion claims portfolio.
• Key responsibilities include applying conflict-resolution techniques, making informed decisions, and maintaining strong client relationships to enhance client satisfaction.
• The Arbitrator ensures each claim is meticulously documented and resolved in a timely manner, and that all parties are informed of and understand the outcome.                                                                         
• Achieve weekly KPI goals of claims closed per hour and within a specified period.

• Cultivate and manage strong client relationships by providing exceptional service and maintaining open lines of communication throughout the arbitration process. Serve as a key point of contact, ensuring clients receive timely updates and clear, comprehensive explanations of case proceedings. Demonstrate a commitment to enhancing the client experience by addressing concerns effectively, fostering trust, and managing expectations to ensure high levels of satisfaction and long-term partnership success.

• High school diploma or equivalent and at least 6 years’ experience in claims management, claims investigation, problem and conflict resolution, and automotive industry.; Bachelor’s degree or technical training is a plus. 
• Excellent communication, negotiation, and conflict resolution skills, with a focus on de-escalation strategies.
• Ability to work under pressure and handle multiple claims simultaneously.
• Experience with achieving KPI results in the areas of quality, case management, claim closure, and voice of customer survey results.
• Prior experience in arbitration or mediation, particularly in the automotive industry, is preferred.
• Strong knowledge of automotive auction processes and vehicle conditions.
• Familiarity with NAAA policy and auction dispute procedures.