Job Description
Job Role: rbitrator/ Clerk/ Customer Support Representative Location: Bordentown NJ, 08505 Duration: 12+ Months Contract (Potential Possibility to extension) Job Description: Basic Functional Duties: With guidance, performs basic Arbitrator duties, including: - Reviews customer claims to verify that they meet Client's National Arbitration policies and any account-specific guidelines.
- Investigates basic, less complex cases (e.g., late title claims, basic condition report claims, vehicle availability, post-sale inspection fails, mechanical/structural/undisclosed vehicle damage, etc.) or those requiring more prescriptive decision making.
- Interfaces with all departments involved in the complaint (i.e., reconditioning, front office, dealer services, vehicle entry, etc.), including during the fact finding and investigative phases.
- Uses appropriate resources to investigate and facilitate relevant inspection, documentation, and communication to ensure appropriate actions are completed to move cases forward or to resolution.
- Uses appropriate levels/limits of financial approval authority to resolve cases.
- Evaluates claims by obtaining, comparing, evaluating, and validating various forms of information.
- Prepares and facilitates communications for resolution via telephone, email, and in-person discussion.
- Mediates disputes and negotiates repair and/or pricing of disputed vehicles to arrive at a mutually acceptable solution and to keep vehicles sold.
- Monitors and maintains accurate files for each arbitration case, verifying accuracy of all required documentation, including invoices and settlement agreements.
- Engages with supervisor/manager to determine if escalation is required.
Knowledge & Subject Matter Milestones: - Demonstrates an understanding of investigating claims and to negotiate and influence others while maintaining a positive client experience.
- Gains familiarity and understanding of Arbitration concepts and procedures.
- Gains foundational understanding of auction-specific operational and administrative processes.
- Learns and adheres to National Auto Auction Association (NAAA) arbitration standards, client's Marketplace Policies, and relevant legal requirements.
Client Interaction/Communication Responsibilities: - Advises clients of the arbitration claim process, company policies, any auction- or account-specific guidelines, and N guidelines.
- Facilitates both written and verbal communications between buyers, sellers, and various auction team members and third parties to actively gather information necessary to guide parties toward agreement and resolution, while maintaining an awareness of goals and objectives.
- Provides relevant information such as claim status to clients.
- Other Duties:
- Demonstrates safety commitment by following all safety and health procedures and modeling the appropriate behaviors.
- Participates in support of all safety activities aligned with Safety Excellence.
- Performs other duties as assigned.
Job Requirements: Qualifications and Experience Education: - High School Diploma or equivalent required.
- Bachelor's degree preferred.
Experience: - Previous experience in claims management and/or problem and conflict resolution preferred. Claim adjuster experience is a plus.
- 1-2 years of experience in areas of responsibility.
- 1+ years of automotive, mechanical, and/or body shop experience preferred.
Skills and Abilities: - Active Listening
- Accuracy and Attention to Detail
- Resilience/Adaptability
- Demonstrates Empathy
- Verbal and Written Communication
- Decision Making
- Customer Focus
- Time Management
- Conflict Resolution
Builds Positive Relationships
About AgreeYa:
AgreeYa is a global systems integrator delivering a competitive advantage for its customers through software, solutions, and services. Established in 1999, AgreeYa is headquartered in Folsom, California, with a global footprint and a team of more than 1,800+ professionals across offices. AgreeYa works with 550+ organizations ranging from Fortune 100 firms to small and large businesses across industries such as Telecom, Banking, Financial Services & Insurance, Healthcare, Utility & Energy, Technology, Public Sector, Pharma & Biotech, Retail, Client, and others. Please visit us at for more information.
Equal Opportunity:
AgreeYa is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, gender identity, sexual orientation, national origin, disability, veteran status or other protected characteristics. Visit our website at to learn about our Career & Culture. AgreeYa Solutions
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