Buyer Experience Advocate & Policy Specialist

Colonial Group; Plano (TX); Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401k contributions at 25% of eligible,

Paid Time Off including 12 holidays

Job summary

Auction.com is seeking a Buyer Experience specialist who will own suspension and appeal intake, interpret policy, and coordinate cases end-to-end. The role requires strong judgment, documentation, and collaboration with Compliance and Asset Management.

The position is in-office 4 days per week with 1 day remote, and offers a comprehensive benefits package along with eligibility for an annual performance bonus.

Qualifications

• Experience handling suspensions and appeals in a marketplace.
• Protocol-driven approach to policy interpretation and case documentation.
• Strong written communication to build concise case files for leadership.

Responsibilities

• Own suspension and appeal intake through the suspensions inbox, from open to close.
• Check each request against policy rules and gather necessary records.
• Document complete case files with summaries, applicable rules, and recommended suspension scope.
• Escalate case files to the Decision Authority with clear written recommendations.
• Work appeals on the same Case, updating the file with new materials and changes.
• Communicate outcomes to buyers and internal teams using applicable notices.

Skills

Inbound support

Policy interpretation

Escalation handling

Written and verbal communication

Training and calibration

Tools

Salesforce

CRM systems

Job description

Auction.com is seeking a Buyer Experience specialist who will own suspension and appeal intake, interpret policy, and coordinate cases end-to-end. The role requires strong judgment, documentation, and collaboration with Compliance and Asset Management.

The position is in-office 4 days per week with 1 day remote, and offers a comprehensive benefits package along with eligibility for an annual performance bonus.