Bilingual Arbitration Specialist

Reporting to the Eastern Arbitration Hub 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 sale

• Use 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 cancellations 

• Ability to explain to customers the subjects of Arbitration specifics, such as mechanical issues, body and paint work, and market conditions

• Arrange vehicle inspections and diagnosis based on complaints and obtain second opinions where necessary 

• Gather all relevant information necessary to facilitate a negotiation and resolution between buyer and seller 

• Maintain communication with customers regarding arbitration status and timing 

• Possess an intimate knowledge of auction arbitration policies and can advise customer of these policies and of the arbitration process 

• Be aware of relevant legislation as it relates to the sale of goods and the motor vehicle dealers acts of various provinces 

• Ability to understand and resolve issues with regards to vehicle registration, liens and odometer disputes 

• Maintain accurate and complete files on all customer claims, complaints and resolution details 

• Be aware of industry trends with regards to arbitration policy including an awareness of competitor policy, NAAA policy and changes to these policies 

• Work closely with the internal teams to ensure continuity of communication and customer service 

• Perform other duties as assigned by management 

Must haves:

• High School Diploma or equivalent required; Bachelor’s degree preferred 

• Bilingual in Both English & French (Written & Verbal)

• Must have a superior customer service and dispute resolution orientation

• Strong verbal and written communication skill required 

• Effective report writing and composition skills required 

• Experience and working knowledge of Google Suite

• Strong management and organization skills 

Nice to haves:

• ​Experience with automobile brands, equipment, mechanics and structure ​

• Preferably 2-3 years of automotive, mechanical or body shop experience; dispute resolution and auto auction experience