Arbitration Specialist
Openlane
- Brampton, ON Toronto, ON
- Permanent
- Temps-plein
At OPENLANE we make wholesale easy so our customers can be more successful.We’re a technology company building the world’s most advanced—and uncomplicated—digital marketplace for used vehicles.
We’re a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use.
And we’re an innovation company accelerating the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial spirit.Our Values:
Driven Waybuilders. We pursue challenges that inspire us to build, create, and innovate.
Relentless Curiosity. We seek to understand and improve our customers’ experience.
Smart Risk-Taking. We transform risk into progress through data, experience, and intuition.
Fearless Ownership. We deliver what we promise and learn along the way.What We Offer:Competitive payMedical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US)Immediately vested 401K (US) or RRSP (Canada) with company matchPaid Vacation, Personal, and Sick TimePaid maternity and paternity leave (US)Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US)Robust Employee Assistance ProgramEmployer paid Leap into Service Day to volunteerTuition Reimbursement for eligible programsOpportunities to expand your skill set and share your knowledge across a publicly traded, global organizationCompany culture of internal promotions, diverse career paths, and meaningful advancementReporting to the Sr. Manager, Claim Operations the Arbitration Specialist applies principles of procedural fairness in reviewing arbitration cases with the objective of delivering a high level of customer service and maintaining customer loyalty.The Arbitration Specialist will be responsible for all aspects of the resolution of customer claims and complaints with the goal to reach resolution. The position requires the management of timely arbitration between buyers and sellers with the goal of reaching a successful resolution based on auction arbitration policies.You will:Research, evaluate validity, and resolve arbitrations after the saleUse independent judgment to evaluate damage and repairs needed and reach a mutually acceptable resolutions through negotiation of repairs and/or price adjustments in order to keep vehicles sold and avoid sale cancellationsAbility to explain to customers the subjects of Arbitration specifics, such as mechanical issues, body and paint work, and market conditionsArrange vehicle inspections and diagnosis based on complaints and obtain second opinions where necessaryGather all relevant information necessary to facilitate a negotiation and resolution between buyer and sellerMaintain communication with customers regarding arbitration status and timingPossess an intimate knowledge of auction arbitration policies and can advise customer of these policies and of the arbitration processBe aware of relevant legislation as it relates to the sale of goods and the motor vehicle dealers acts of various provincesAbility to understand and resolve issues with regards to vehicle registration, liens and odometer disputesMaintain accurate and complete files on all customer claims, complaints and resolution detailsBe aware of industry trends with regards to arbitration policy including an awareness of competitor policy, NAAA policy and changes to these policiesWork closely with the internal teams to ensure continuity of communication and customer servicePerform other duties as assigned by managementMust haves:High School Diploma or equivalent required; Bachelor’s degree preferredMust have a superior customer service and dispute resolution orientationStrong verbal and written communication skill requiredEffective report writing and composition skills requiredExperience and working knowledge of Google SuiteStrong management and organization skillsNice to haves:Bilingual in Both English & French (Written & Verbal)Experience with automobile brands, equipment, mechanics and structure Preferably 2-3 years of automotive, mechanical or body shop experience; dispute resolution and auto auction experienceSound like a match? Apply Now - We can't wait to hear from you!