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Carvana · 2 hours ago

Claims Resolution Partner (ADESA)

Tempe, AZ

Full-time

Onsite

Entry, Mid Level

ADESA, a Carvana-owned company, operates over 50 locations throughout the U.S. and is seeking a highly analytical, detail-oriented, and customer-focused Claims Resolution Partner to join their Central Operations team. This role involves managing arbitration claims, conducting investigations, mediating disputes, and ensuring procedural integrity while mitigating financial risk across all transactions.

AutomotiveAutonomous VehiclesE-Commerce

No H1B

Responsibilities

Manage the full lifecycle of arbitration claims, from initial investigation and first response to ongoing follow-ups and final resolution

Conduct meticulous, evidence-based investigations by thoroughly reviewing Vehicle Details Pages and third-party inspections (e.g., One Guard), comparing conflicting evidence to determine claim validity

Apply and interpret a complex, multi-layered ruleset, including NAAA Arbitration Policy and ADESA Arbitration Policy, to ensure procedural integrity and fair outcomes

Mitigate financial risk by conducting thorough financial analysis, using concession calculators to formulate fair offers, and ensuring justified concessions and secure asset handling during high-risk unwinds

Perform comprehensive vehicle history verification using third-party tools (AutoCheck, Carfax, Auto Data Direct) for issues like title brands or potential odometer rollbacks

Coordinate the entire vehicle return and unwind process when sales are cancelled, ensuring the physical securing of the vehicle and title

Investigate and resolve issues related to late or missing titles using internal systems (Carma, ARC), collaborating with the dedicated Titles Team for updates and resolution

Act as a neutral mediator in disputes, utilizing excellent negotiation and conflict resolution skills to facilitate fair outcomes and de-escalate challenging customer interactions, including managing unresponsive buyers

Serve as a key liaison with internal teams, including Central Arbitration Team Leads (for guidance, escalations, approvals), Carvana Accounting (for processing financial outcomes), ADESA Auction Operations/Field Teams, Carvana CX/DSAs, and ADESA Clear Customer Service

Communicate professionally and clearly with external parties, including ADESA Clear Buyers/Dealers, Third-Party Inspectors, and Manheim Arbitrators, regarding claim statuses, decisions, and resolutions

Handle less frequent but critical responsibilities such as resolving local auction logistics issues, managing fraud-related claims (stolen/impounded vehicles), and proactively addressing Post-Sale Inspection (PSI) failures

Maintain meticulous records of all claims, investigations, communications, and resolutions within relevant systems, ensuring strict adherence to company policies and procedures

Qualification

Analytical Decision MakingConflict ResolutionAttention to DetailEvidence-Based InvestigationRule ApplicationProfessional CommunicationDe-escalation SkillsAutomotive KnowledgeAI Tools FamiliarityNegotiation Skills

Required

High School diploma or equivalent required; Bachelor's degree preferred

Previous experience in a role requiring meticulous attention to detail, procedural adherence, and evidence-based decision-making

Analytical & Evidence-Based Decision Making: Proven ability to gather, review, and compare evidence to determine claim validity and fair resolution

Meticulous Attention to Detail & Rule Application: Ability to meticulously follow multi-step SOPs and quickly learn, retain, and apply complex, multi-layered rulesets

Exceptional Communication & Conflict Resolution: Strong written communication for conveying decisions professionally; excellent negotiation, de-escalation, and dispute resolution skills for intricate situations

Must be able to read, write, speak, and understand English