Arbitrator II

Background Check: Required
Drug Screening: Required
Onsite Requirement: Currently onsite every Wednesday (subject to change)

Position Summary

The Arbitrator II performs arbitration case management duties with guidance, reviewing and resolving customer claims in alignment with Manheim National Arbitration policies, account-specific guidelines, and National Auto Auction Association (NAAA) standards. This role requires strong investigative, negotiation, and communication skills to facilitate fair and timely case resolutions while maintaining a positive client experience.

Key Responsibilities

Arbitration & Case Management

• Review customer claims to verify compliance with National Arbitration policies and account guidelines

• Investigate basic to moderately complex cases (e.g., late title claims, condition report discrepancies, vehicle availability, PSI failures, mechanical/structural damage, undisclosed damage, etc.)

• Interface with reconditioning, front office, dealer services, vehicle entry, and other departments during investigation

• Utilize inspection resources, documentation, and communication tools to move cases toward resolution

• Exercise appropriate financial approval authority to resolve claims

• Evaluate and validate invoices, settlement agreements, and supporting documentation

• Monitor and maintain accurate arbitration files

• Engage supervisor/manager for escalation when appropriate

Client Communication & Mediation

• Advise clients on arbitration processes, company policies, auction-specific guidelines, and NAAA standards

• Facilitate written and verbal communication between buyers, sellers, and auction teams

• Mediate disputes and negotiate repair pricing and vehicle resolutions to retain sales when possible

• Provide claim status updates and relevant information to clients

Operational & Compliance Knowledge

• Develop understanding of arbitration concepts and procedures

• Gain familiarity with auction operational and administrative processes

• Adhere to National Auto Auction Association (NAAA) standards and Manheim Marketplace policies

• Follow all relevant legal and compliance requirements

Safety & Additional Responsibilities

• Demonstrate commitment to workplace safety and health procedures

• Participate in Safety Excellence initiatives

• Perform other duties as assigned

Required Qualifications

Education

• High School Diploma or equivalent (required)

• Bachelor’s Degree (preferred)

Experience

• 1–2 years of related experience

• Previous claims management, conflict resolution, or claim adjuster experience preferred

• 1+ year of automotive, mechanical, or body shop experience preferred

Must-Have Competencies

• Strong verbal and written communication skills

• Proven leadership and decision-making abilities

• Collaborative team player with a cooperative mindset

• Exceptional interpersonal and relationship-building skills

• Proficiency in Microsoft Excel and Word

Core Skills & Abilities

• Active listening

• Attention to detail and accuracy

• Resilience and adaptability

• Empathy

• Customer focus

• Time management

• Conflict resolution

• Ability to build positive working relationships

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