Arbitration Coordinator (Manheim Dallas-Fort Worth)

Cox Automotive Inc.; Euless (TX); On-site; USD 23,000 - 34,000; Full time

Benefits offered by this job

Paid time off

Paid holidays

Bereavement leave

Time off to vote

Jury duty leave

Volunteer time off

Military leave

Parental leave

Job summary

Cox Automotive Inc. in Texas seeks an entry-level Arbitration Coordinator to manage inbound communications from buyers and sellers, route cases to the right teams, verify claim validity, and maintain thorough documentation throughout the process.

You will track claims, coordinate vehicle inspections, generate updates for all parties, and close simple cases while ensuring timely resolutions, clear communication, and compliance with standards and policies.

Qualifications

• High school diploma or equivalent and 4 years' experience in customer service, dispute resolution, automotive industry, or related field; Associate degree or technical training is a plus

Responsibilities

• Intake Coordination: Receive, triage and route inbound calls from buyers, sellers, and auction partners; Answer general questions related to arbitration claims, policies, and procedures; Accurately capture information from callers to assist the Arbitration team in furthering claims; Achieve weekly KPI goals of answer rate, speed of answer and transfer percentage.
• Claim Verification: Review and verify the validity of claims, ensuring all required NAAA Arbitration Standards, Manheim Marketplace Policies and any account-specific criteria are met before forwarding to the arbitrator; Take ownership of simple claims that can be resolved without escalation, providing resolutions according to prescribed guidelines.
• Claim Tracking And Follow-up: Proactively monitor the status of claims and follow up with all parties to ensure timely resolution; Advise clients of the arbitration claim process, company policies, auction, account specific guidelines, and NAAA criteria; Communicate status updates to buyers, sellers, and the Arbitration team as needed.
• Claim Management & Closure: 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 and ensure all parties are informed and understand the outcome; Achieve weekly KPI goals of claims closed per hour and within a specified period.
• Documentation Management: Ensure all required documentation for arbitration claims is accurately received, organized, and uploaded into the system; Acknowledge documentation submissions and communicate with buyers and sellers regarding missing or incomplete claim information.
• Administrative Support: Maintain accurate records and filing systems for all arbitration cases; Support the Arbitration team with additional administrative tasks as needed.
• VCF Coordination: Serve as the dedicated point of contact for ensuring proper, complete and timely entry into the Vehicle Control Files (VCF); Coordinate inspections with the appropriate teams to ensure timely completion of the VCF process; Generate inventory reports and enter data into the Vehicle Control File (VCF) to provide visibility to the mechanic shop; Monitor vehicles throughout the repair process and record updates in Salesforce notes; Oversee the vehicle's journey from entry into the mechanic shop through to the completion of repairs, ensuring all information is accurately documented and communicated; Maintain regular communication with other departments across the physical site, such as inventory, inspections, and logistics teams, to ensure smooth coordination and timely updates throughout the repair process; Upload inspection information into the claim system and verify accuracy before closing claims; Ensure vehicles are stocked into the proper inventory account and locate

Skills

Strong organizational skills

Communication skills

Attention to detail

Multitasking

Proficiency with computer systems

Education

High school diploma or equivalent

Tools

Salesforce

Job description

The Arbitration Coordinator is an entry-level role primarily responsible for managing inbound communications from vehicle buyers and sellers, ensuring efficient intake and routing of cases to the appropriate teams. Additionally, this role will verify claim validity, manage documentation, and facilitate vehicle inspections, while also handling the closure of simple, less complex claims. This position is key to the efficient operation of the Arbitration team, ensuring accurate documentation, communication flow, and timely resolution of claims.

Preferred applicants will be bilingual in both English and Spanish.

Primary Duties/Key Responsibilities

Intake Coordination

Receive, triage and route inbound calls from buyers, sellers, and auction partners.

• Answer general questions related to arbitration claims, policies, and procedures.
• Accurately capture information from callers to assist the Arbitration team in furthering claims. Utilize a strong understanding of the arbitration process and policies to accurately route claims to the appropriate teams and ensure compliance with procedural guidelines.
• Achieve weekly KPI goals of answer rate, speed of answer and transfer percentage.

Claim Verification

• Review and verify the validity of claims, ensuring all required NAAA Arbitration Standards, Manheim Marketplace Policies and any account-specific criteria are met before forwarding to the arbitrator.
• Take ownership of simple claims that can be resolved without escalation, providing resolutions according to prescribed guidelines.

Claim Tracking And Follow-up

• Proactively monitor the status of claims and follow up with all parties to ensure timely resolution.
• Advise clients of the arbitration claim process, company policies, auction, account specific guidelines, and NAAA criteria.
• Communicate status updates to buyers, sellers, and the Arbitration team as needed.

Claim Management & Closure

• 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 and ensure all parties are informed and understand the outcome.
• Achieve weekly KPI goals of claims closed per hour and within a specified period.

Documentation Management

• Ensure all required documentation for arbitration claims is accurately received, organized, and uploaded into the system.
• Acknowledge documentation submissions and communicate with buyers and sellers regarding missing or incomplete claim information.

Administrative Support

• Maintain accurate records and filing systems for all arbitration cases.
• Support the Arbitration team with additional administrative tasks as needed.

VCF Coordination

• Serve as the dedicated point of contact for ensuring proper, complete and timely entry into the Vehicle Control Files (VCF).
• Coordinate inspections with the appropriate teams to ensure timely completion of the VCF process.
• Generate inventory reports and enter data into the Vehicle Control File (VCF) to provide visibility to the mechanic shop.
• Monitor vehicles throughout the repair process and record updates in Salesforce notes.
• Oversee the vehicle's journey from entry into the mechanic shop through to the completion of repairs, ensuring all information is accurately documented and communicated. Maintain regular communication with other departments across the physical site, such as inventory, inspections, and logistics teams, to ensure smooth coordination and timely updates throughout the repair process.
• Upload inspection information into the claim system and verify accuracy before closing claims.
• Ensure vehicles are stocked into the proper inventory account and located in the correct area post-inspection and/or post-decision.

Required Experience & Specialized Knowledge And Skills

• High school diploma or equivalent and 4 years' experience in customer service, dispute resolution, automotive industry, or related field; Associate degree or technical training is a plus
• Strong organizational and communication skills.
• Attention to detail and ability to manage multiple tasks simultaneously.
• Proficiency in using computer systems and online portals to manage documentation and track claims.
• Ability to work in a fast-paced environment and maintain professionalism in handling disputes and sensitive information.

Preferred Experience

• Prior experience in an administrative, customer service, or call center environment.
• Prior experience reading, interpreting, and applying policy, legal terms, or contract language to ensure compliance and proper execution of processes is preferred.
• Familiarity with the automotive auction industry, including vehicle conditions and basic auction processes.

YDGCOX

USD 16.59 - 24.86 per hour

Compensation

Hourly pay rate is in the range of $16.59 - $24.86/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

Benefits

• Employees are eligible to receive a minimum of sixteen hours of paid time off every month
• Employees are eligible for seven paid holidays throughout the calendar year
• Employees are also eligible for bereavement leave
• Employees are also eligible for time off to vote
• Employees are also eligible for jury duty leave
• Employees are also eligible for volunteer time off
• Employees are also eligible for military leave
• Employees are also eligible for parental leave

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.

EOE, including disability/vets