The Senior Arbitrator is responsible for managing high-stakes, complex disputes for clients with portfolios exceeding 2,500 units annually, where financial risk and business relationships are critical. This role involves resolving disputes through effective negotiation, mitigating financial risks, and collectively managing a substantial $5+ billion claims portfolio. Advanced expertise in NAAA guidelines, vehicle conditions, and auction processes, combined with exceptional negotiation and conflict resolution skills, is required. The Sr. Arbitrator ensures timely, fair, and strategically sound resolutions while delivering white-glove service to key clients, maintaining trust, and protecting long-term business interests. Additionally, this role leverages data analytics to identify dispute trends and recommends process improvements to minimize future claims.
Primary Duties/Key Responsibilities:
Claim Verification & Investigation:
- Conduct thorough investigations and analyses of high-stakes claims for key enterprise-wide, national or large regional clients with portfolios exceeding 2,500 units annually. Utilize expertise in vehicle conditions, auction processes, and NAAA guidelines to assess transaction details, client history, and evidence such as video recordings and vehicle reports. Consider factors like announcements, lighting, and venue to ensure accurate resolution of claims.
- Synthesize data from various sources to determine party responsibility, applying advanced decision-making skills to manage significant financial exposure. Ensure adherence to NAAA guidelines while formulating resolution strategies that protect the company from risk and meet client expectations.
High-Stakes Dispute Resolution:
- Leverage advanced negotiation techniques to resolve complex, high-risk exposure disputes, preserving key client relationships and minimizing financial loss. Exercise financial authority on behalf of the seller to negotiate and approve adjustments up to a specified dollar threshold, ensuring decisions are made in alignment with company policies and established guidelines.
- Exercise financial discretion on behalf of Manheim to approve adjustments up to $1,500 when necessary, ensuring balanced and fair outcomes in sensitive, high-impact cases for a substantial portfolio of $5+ billion in claims.
- Navigate sensitive, high-impact cases with skill to ensure balanced and fair outcomes.
- Maintain strict compliance with NAAA guidelines and company policies to protect organizational interests and foster long-term client partnerships.
Conflict Resolution & Relationship Management:
- Leverage established and developing relationships to navigate complex cases and address concerns effectively, especially with high-revenue clients.
- Apply advanced de-escalation strategies to ensure professional, productive dialogue even in emotionally charged situations.
- Act as the main point of contact for high-revenue clients, providing personalized, autonomous support and ensuring swift communication to preserve long-term relationships.
Escalation & Decision-Making:
- Serve as a subject matter expert, providing guidance to lower-level arbitrators and auction staff on unresolved claims. Use professional judgment to interpret complex scenarios and balance company and client interests.
Claim Management & Closure:
- Independently oversee the lifecycle of highly complex claims for an assigned "book of business" of key accounts that deliver high revenue through high volume. Ensure comprehensive documentation and timely, transparent resolution with minimal supervision. Close 50+ claims weekly.
- Mitigate financial risks through expert negotiation, providing insights to improve processes and prevent recurring issues.
Data Analytics & Reporting:
- Analyze dispute historical claims data to identify patterns and operational weaknesses, suggesting preventative measures to reduce future claims. Prepare detailed reports on financial impacts and trends for leadership to drive continuous improvement.
Client Advocacy & Relationship Management:
- Act as a client advocate, building strong partnerships with high-value clients. Lead consultations to identify opportunities for improvement, aligning arbitration processes with client expectations and NAAA guidelines. Proactively address client concerns to prevent disputes and reinforce trust.
Continuous Improvement
- Lead or participate in special projects aimed at enhancing arbitration operational efficiencies, improving client service delivery standards, or addressing emerging business challenges.
Required Experiences & Specialized Knowledge/Skills:
- Bachelors degree with 4+ years of relevant work experience; extensive experience in claims management, claims investigation, problem and conflict resolution; automotive, mechanical, and/or body shop experience is a plus; An equivalent combination of education and experience is acceptable.
- Excellent written and verbal communication and negotiation skills with a focus on de-escalation strategies.
- Strong analytical and problem-solving skills
- Experience with achieving KPI results in quality, case management, claim closure, and voice of customer survey results.
- Staying updated on industry trends and developments for arbitration claim reviews and resolutions
- Extensive knowledge of automotive auction processes and vehicle conditions.
- Familiarity with NAAA policy and auction dispute procedures.
- Handle high volume/moderate to severe complexity claims assigned under little supervision
USD 23.65 - 35.48 per hour
Compensation:
Hourly base pay rate is $23.65 - $35.48/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.
Benefits:
Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
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Cox
parental leave, paid time off, paid holidays
Nov 26, 2025