Total Loss Customer Care Associate

IAA; Town of Texas (WI); Remote; USD 35,000 - 55,000; Full time

Job summary

Join a forward-thinking company as a Total Loss Customer Care Associate, where you will support vehicle title transfers and assist vehicle owners with their inquiries. This role emphasizes exceptional customer service, attention to detail, and effective communication. You will work in a dynamic environment, leveraging innovative tools to ensure efficient processing of title documentation. The company offers a comprehensive benefits package, fostering a supportive workplace culture. If you thrive in fast-paced settings and enjoy helping others, this opportunity is perfect for you!

Benefits

Health Insurance

401K

Paid Holidays

Paid Vacations

Life Insurance/AD&D

Short-Term Disability

Long-Term Disability

Qualifications

• Strong customer service skills and ability to communicate clearly.
• Detail-oriented with excellent organizational abilities.

Responsibilities

• Process title documentation accurately and in a timely manner.
• Maintain organized workspace and meet departmental KPIs.
• Handle inbound calls and communicate effectively with stakeholders.

Skills

Customer Service Skills

Detail-Oriented

Typing Speed (40+ WPM)

Research and Problem-Solving Skills

Organizational Skills

Adaptability

Job description

IAA, an RB Global Inc. Company, is seeking a Total Loss Customer Care Associate to join our team. This position can be located anywhere in the United States, with occasional travel to a local facility required.

In this role, you will be responsible for understanding and supporting the process of obtaining vehicle title transfer paperwork necessary for salvage processing on behalf of our vehicle providers. Effective candidates will assist vehicle owners and stakeholders, keeping them informed of the process, answering questions, and leveraging provided tools to drive excellent outcomes.

Key Responsibilities:

1. Process all assigned files with timely and accurate handling of title documentation and information.
2. Review documentation and identify the proper flow of title paperwork to proceed accordingly.
3. Make timely contacts regarding inventory, utilizing system queues/prompts via phone, email, fax, USPS, or FedEx (Lienholders, Owners, Ins. Providers, State Agencies, Title Clerks, Attorneys, etc.).
4. Maintain an organized workspace conducive to departmental success.
5. Handle inbound calls promptly, professionally, and accurately.
6. Communicate clearly, consistently, and timely via email with internal and external customers to resolve concerns and complete tasks.
7. Review and disposition all received documents accurately.
8. Complete files within the timelines set by leadership.
9. Enter system notes clearly, concisely, and professionally.
10. Maintain expected KPIs, such as Title Problem Levels and hours per day of Phone Campaign Login.
11. Complete all assigned tasks within your shift.
12. Possess knowledge of Provider Specific Requirements.
13. Assist with other functions or duties as needed.
14. Perform duties as business needs change.
15. Craft sound and concise sentences, exhibiting superior customer service skills.
16. Type at least 40+ WPM.
17. Be detail-oriented with all work.
18. Display team-oriented behavior.
19. Be a quick learner, highly organized, adaptable, and open to change.
20. Apply strong research and problem-solving skills.
21. Work effectively under pressure and meet deadlines.
22. Adapt to constant change.

In return, we offer a benefits package including health insurance, 401K, STD/LTD, Life Insurance/AD&D, paid holidays, and vacations.

About IAA, an RB Global, Inc. company:

IAA (NYSE: RBA, TSX: RBA) is a global marketplace for insights, services, and transaction solutions for commercial assets and vehicles. We leverage cutting-edge technology and innovation to facilitate marketing and sale of total-loss, damaged, and low-value vehicles. Our platform serves a global buyer base across over 170 countries, including insurers, dealerships, fleet lease and rental companies, and charitable organizations. Buyers access digital bidding channels, vehicle merchandising, and evaluation services, enhancing their purchasing experience. We aim to maximize vehicle value, reduce administrative costs, shorten selling cycles, and deliver high economic returns. RB Global, Inc. employs over 7,000 people and is headquartered near Chicago in Westchester, Illinois.

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities