Job Description

Arbitration Specialist / Vehicle Arbitration Representative

Location: Matteson, IL

Work Schedule: Hybrid: Monday through Thursday: On-site at the auction; Friday: Remote

Duration: 6 months contract (potential to extend)

Job Summary

The Arbitration Specialist is responsible for reviewing and resolving post-sale vehicle disputes between buyers and sellers in accordance with auction policies and applicable federal and state regulations. This role involves inspecting vehicles, evaluating complaints, mediating disputes, and ensuring accurate documentation while promoting auction services and maintaining strong customer relationships.

Key Responsibilities

• Review customer complaints, mechanic reports, and related documentation regarding vehicle condition.
• Inspect vehicles to determine the extent of repairs needed and authorize second opinions when necessary.
• Advise buyers and sellers on auction policies, complaint procedures, and the arbitration process.
• Mediate disputes and negotiate repair costs and/or vehicle pricing to reach mutually acceptable resolutions and retain completed sales.
• Identify, track, and resolve after-sale issues including title discrepancies, mileage concerns, frame damage, and similar matters.
• Maintain accurate and detailed arbitration case files and coordinate with auction sales personnel as needed.
• Serve as a liaison with federal and state authorities concerning odometer rollbacks, salvage vehicles, and regulatory compliance.
• Promote auction services, including post-sale inspections (PSI), to generate additional business.
• Review customer claims to ensure compliance with National Arbitration policies and account-specific guidelines.
• Make or recommend financial decisions related to arbitration outcomes.
• Interface with all departments involved in complaint investigation and resolution.
• Screen, document, and input qualified vehicles for post-sale inspections.
• Educate buyers and sellers on PSI and buyer-claim processes, including costs and timelines.
• Demonstrate a strong commitment to safety by following all safety and health procedures and actively supporting safety initiatives.
• Perform additional duties as assigned by management.

Qualifications

• High School Diploma or equivalent required.
• Minimum of 35 years of automotive-related experience; mechanical or body shop experience with complaint resolution strongly preferred.
• Strong verbal, written, and organizational skills.
• Effective report writing and documentation abilities preferred.
• Working knowledge of federal and state vehicle arbitration laws and regulations.
• Ability to work independently and collaborate across departments.

Physical Requirements

• Regularly required to stand, walk, reach, talk, and hear.
• Frequently required to stoop, kneel, crouch, squat, and climb.
• Ability to lift up to 20 pounds.
• Vision requirements include close, distance, and color vision, depth perception, and the ability to adjust focus.

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