About the role

Automotive claims specialist resolving vehicle arbitration disputes for OPENLANE’s digital used-vehicle marketplace. Applying diagnostics, negotiation, and customer communication to deliver fair claim resolutions.

Responsibilities

Apply diagnostic expertise to verify vehicle condition data from inspection reports, confirming accuracy and identifying discrepancies
Investigate and resolve customer arbitration claims as a neutral technical expert
Maintain clear communication with customers about the technical basis for resolutions
Educate customers and internal teams on vehicle condition, repairs, and reconditioning best practices
Translate customer-reported issues into technical assessments covering mechanical, cosmetic, or title-related concerns
Resolve issues involving vehicle registration, liens, and odometer disputes
Use analytics to identify trends and improve customer experience and productivity
Mediate disputes and negotiate repairs or pricing to reach mutually agreeable solutions
Collaborate with inspection and quality control teams and manage policy and goodwill loss
Stay current on arbitration policies, best practices, and relevant legislation across Canadian provinces

Minimum of 2 years of hands-on experience in the automotive industry (e.g., Service Technician, Service Advisor, Damage Estimator, Body Shop), demonstrating a solid, practical understanding of vehicle mechanics and repair
Outstanding customer service orientation with excellent communication abilities, capable of de-escalating conflict and managing customer expectations
A positive attitude, exceptional follow-up skills, basic computer literacy, and a strong commitment to teamwork
Superior conflict resolution, negotiation, and communication skills (both written and verbal)
Proficiency in utilizing CRM software to effectively manage customer interactions and maintain accurate records
Ability to analyze a process and suggest/develop improvements
Experience using Google Suite offerings and Slack
Bilingual in English and French

Competitive pay
Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US)
Immediately vested 401K (US) or RRSP (Canada) with company match
Paid Vacation, Personal, and Sick Time
Paid maternity and paternity leave (US)
Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US)
Robust Employee Assistance Program
Employer paid Leap into Service Day to volunteer
Tuition Reimbursement for eligible programs
Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization
Company culture of internal promotions, diverse career paths, and meaningful advancement