Claims Resolution Partner (ADESA)

Job Description

Job Description

Claims Resolution Partner (ADESA)

About Us

ADESA, a Carvana-owned company, currently operates over 50 locations throughout the U.S. Our auto auctions, some up to 200 acres, provide a wide array of vehicle services that surround our wholesale vehicle remarketing efforts, including retail and wholesale reconditioning, transportation, keys, data analytics, and many of our sites serve as market hub distribution centers for Carvana. We remarket hundreds of thousands of vehicles across North America from Dealers, Commercial Lenders, Manufacturers & more. We work in a service industry and embrace a "we" versus "I" culture - help others, and they will help you. Our industry is fun, fast-paced, and competitive, and filled with the best people who are passionate about what they do. We're also excited about the future! As an industry leader, ADESA is poised for expansion, including investments in facilities, sales growth, and an ever-increasing growth in customer inventory of vehicles for us to remarket! We are looking for great people who want to take this journey with us!

Role and Team

We are seeking a highly analytical, detail-oriented, and customer-focused Claims Resolution Partner (ADESA) to join the ADESA Central Operations team. This role is fundamentally a neutral problem-solver and a guardian of the arbitration process, crucial for ensuring procedural integrity and mitigating financial risk across all transactions. The Specialist meticulously investigates claims, mediates disputes, and facilitates fair, evidence-based resolutions between buyers and sellers, often navigating complex scenarios with information asymmetry. This position requires deep understanding and application of multi-layered rulesets, professional communication, and strong conflict resolution skills to maintain a consistent and transparent auction system.

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.

Qualifications, Skills, and Attributes

Beneficial Attributes :

ADESA Benefits and Perks

Competitive Pay | Quality Benefits | Holiday and Paid Time Off | Education and Equipment Reimbursement Programs | Matching 401(k) | Career Path Opportunities | And More!

Other Requirements

To be able to do your job at ADESA, there are some basic requirements we want to share with you. Of course, we'll make any reasonable accommodations for those with disabilities to perform the essential functions of their jobs.

Legal Stuff

Hiring is contingent on passing a complete background check. This role is not eligible for visa sponsorship. ADESA is an equal employment opportunity employer. All applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law. ADESA also prohibits harassment of applicants or employees based on any of these protected categories.

Please note this job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.