Total Loss Customer Care Specialist

IAA; North Carolina; Remote; USD 60,000 - 80,000

Job description

IAA Holdings, LLC is seeking a Total Loss Customer Care Specialist to join our team. This position can be located anywhere in the United States. Occasional travel to a local facility is required.

Here at IAA, our Total Loss Customer Care Specialists are an integral part of our vehicle life cycle process, providing vehicle owners with the information they need to navigate our title procurement process.

Total Loss Customer Care Specialists embody our core values of "accountability" and a "will to win" through successfully coordinating with vehicle owners and stakeholders every step of the way. Helping to keep our customers informed, answering questions and maximizing their expertise to ensure we're consistently delivering best in class outcomes and setting realistic timelines and expectations.

What makes this role even better?! It's virtual / remote and can be located anywhere in the United States, with only occasional travel needed to local IAA facilities. And don't worry, we have the equipment covered, all you need is high speed internet and private work area.

What Do IAA Total Loss Customer Care Specialists Do?

• Review new file assignments to determine most effective handling procedures required to acquire title documents based on established guidelines.
• Obtain and review reports, statements, records, and related materials to inform process decisions within established guidelines and own first level service recovery efforts and critical issue resolution.
• Ensures that all documents pertaining to a claim are electronically attached and labeled accurately in the file management system.
• Responds to all correspondence in accordance with the established accountability standards.
• Acquire the title transfer paperwork required to process salvage on behalf of our vehicle providers.
• Accurately communicate when all documents have been received so process can flow accordingly.
• Provides empathetic and professional service to customers, peers, and partners.
• Demonstrate strong prioritization skills by proactively leading day-to-day tasks, including balancing new assignments with active inventory.
• Execute with speed and urgency to determine, communicate, and obtain all documentation required to prepare vehicle for sale.
• Proactively address assigned inventory of salvage vehicles to drive effective outcomes, using state specific methods and processes.
• Learns and maintains detailed knowledge of state salvage and title laws for assigned states and may aid internal and external partners by answering questions regarding owner-retained salvage laws and salvage title laws.
• Handles telephone inquiries on claim status regarding total losses title process.
• Documents files to include all key procedures, next steps regarding title process, interactions with customers, vehicle providers and internal partners.

What are the Requirements?

• 2-3 years prior auto insurance claims handling or title procurement experience.
• Excellent verbal and written communications skills while collaborating with cross functional departments.
• High School Diploma or equivalent. Some college education preferred.
• Experience handling vehicle titles and state specific documents preferred.
• Proficiency with Microsoft Office Software (Word, Excel, Outlook).
• High-speed internet is required when working remotely.
• Ability to handle difficult and stressful situations with professional composure.
• Proven experience analyzing, organizing, and prioritizing work while meeting multiple deadlines.
• Work evenings, nights, and / or weekends as necessary.
• Work comfortably in a fast-paced service-oriented environment.
• Process and handle confidential information with discretion.

In return for your excellent skills and abilities, we offer a benefits package including health insurance, 401K, STD / LTD, Life Insurance / AD&D, paid holidays, and vacations.

About IAA Holdings, LLC :

IAA Holdings, LLC (IAA), a Ritchie Bros. Auctioneers company (NYSE : RBA) and (TSX : RBA), is a trusted global marketplace for insights, services, and transaction solutions for commercial assets and vehicles. Leveraging leading-edge technology and focusing on innovation, IAA’s unique platform facilitates the marketing and sale of total-loss, damaged and low-value vehicles. IAA serves a global buyer base – located throughout over 170 countries – and a full spectrum of sellers, including insurers, dealerships, fleet lease and rental car companies, and charitable organizations. Buyers have access to multiple digital bidding and buying channels, innovative vehicle merchandising, and efficient evaluation services, enhancing the overall purchasing experience. IAA offers sellers a comprehensive suite of services aimed at maximizing vehicle value, reducing administrative costs, shortening selling cycle time and delivering the highest economic returns. Ritchie Bros. globally has over 7,000 employees and is headquartered near Chicago in Westchester, Illinois.

California, Connecticut, Colorado, Maryland, Nevada, Rhode Island Residents Only: The salary range for residents listed above is $15.00 to $20.00. Pay is based on several factors including but not limited to education, work experience, and certifications.