Total Loss Customer Care Specialist

Ritchie Bros.; United States; Remote; USD 35,000 - 50,000; Full time

Job summary

A leading company in the vehicle marketplace is seeking a Total Loss Customer Care Associate. This role involves processing vehicle title transfers and ensuring effective communication with stakeholders. Candidates should be detail-oriented, possess strong customer service skills, and be able to work under pressure. The position allows for remote work within the United States, with occasional local travel required.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401k Plan

15 Days PTO

Qualifications

• Must be detail-oriented with all assigned work.
• Must possess the ability to craft sound and concise sentences.

Responsibilities

• Responsible for timely and accurate processing of title documentation.
• Maintain clear communication with internal and external customers.

Skills

Customer Service

Detail-Oriented

Problem-Solving

Organizational Skills

Job description

IAA Holdings, LLC (IAA), a Ritchie Bros. Auctioneers company (NYSE: RBA) and (TSX: RBA), is a trusted global marketplace for insights, services, and transaction solutions for commercial assets and vehicles. Leveraging leading-edge technology and focusing on innovation, IAA’s unique platform facilitates the marketing and sale of total-loss, damaged and low-value vehicles. IAA serves a global buyer base – located throughout over 170 countries – and a full spectrum of sellers, including insurers, dealerships, fleet lease and rental car companies, and charitable organizations. Buyers have access to multiple digital bidding and buying channels, innovative vehicle merchandising, and efficient evaluation services, enhancing the overall purchasing experience. IAA offers sellers a comprehensive suite of services aimed at maximizing vehicle value, reducing administrative costs, shortening selling cycle time and delivering the highest economic returns.

RB Global full-time employees are offered medical, dental, vision, and basic life insurances. Employees are able to enroll in our company’s 401k plan and RB Global will match 100% for the first 4% contributed. Employees will also receive 15 days of PTO each year.

About the Team

As a global company, our corporate teams support billions of dollars in equipment sales every year.

In joining our corporate services teams, you will be ensuring the business runs smoothly in your respective verticals and supporting the overall business to achieve our core objectives.

Every day your work will make a difference in the way we run our business and the in the way customers interact with us.

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. Occasional travel to a local facility is required. In this position, you will be responsible for understanding and supporting the process of obtaining vehicle title transfer paperwork required to process salvage on behalf of our vehicle providers. Effective candidates will assist all necessary vehicle owners and stakeholders to keep them informed of the process, answer questions while leveraging the tools provided to drive best in class outcomes.

Responsibilities

• Responsible for all files assigned with the timely and accurate processing of title documentation/information
• Review of all documentation while identifying the proper flow of title documentation to proceed accordingly
• Ensure timely contacts are made on inventory, utilizing system queues/prompts via phone, email, fax, USPS, or FedEx (Lienholders, Owners, Ins. Providers, State Regulated Agencies, Title Clerks, Attorneys, etc
• Maintain an organized workspace/area that is conducive to the overall success of the department
• Promptly/professionally/accurately handle inbound calls
• Maintain clear, consistent, and timely email communication with both internal and external customers to resolve outstanding concerns and ensure timely completion of tasks
• Accurately review and disposition of all documents received
• Complete files within the expected timeline set forth by leadership
• Accurately enter system notes in a clear, concise, and professional written style of communication.
• Maintain a consistent level of expected KPIs (Key Performance Indicators: Title Problem Levels, certain hours per day of Phone Campaign Login, etc.)
• Ability to complete all tasks assigned within your shift
• Possess knowledge of Provider Specific Requirements
• Assist with other functions and/or duties as needed
• Duties are subject to change, based on business needs

Qualifications

• Must possess the ability to craft sound and concise sentences and exhibit superior customer service
• Must be able to type 40+ WPM
• Must be detail-oriented with all assigned work
• Display a team player mannerism
• Be a quick learner who is highly organized and adaptable and open to change
• Have strong research and problem-solving skills
• Ability to work under pressure and meet deadlines
• Ability to adapt to constant change

Job Info

• Job Identification 4593
• Posting Date 05/15/2025, 04:10 PM