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Total Loss Customer Care Specialist
Job description
About Us
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.
RB Global full-time employees are offered medical, dental, vision, and basic life insurances. Employees are able to enroll in our company’s 401k plan and RB Global will match 100% for the first 4% contributed. Employees will also receive 15 days of PTO each year.
About The Team
As a global company, our corporate teams support billions of dollars in equipment sales every year.
In joining our corporate services teams, you will be ensuring the business runs smoothly in your respective verticals and supporting the overall business to achieve our core objectives.
Every day your work will make a difference in the way we run our business and the in the way customers interact with us.
Job Description
IAA, an RB Global Inc. Company is seeking a Total Loss Customer Care Associate to join our team. This position can be located anywhere in the United States. Occasional travel to a local facility is required.
In this position, you will be responsible for understanding and supporting the process of obtaining vehicle title transfer paperwork required to process salvage on behalf of our vehicle providers. Effective candidates will assist all necessary vehicle owners and stakeholders to keep them informed of the process, answer questions while leveraging the tools provided to drive best in class outcomes.
Key Responsibilities
Responsible for all files assigned with the timely and accurate processing of title documentation/information
Review of all documentation while Identifying the proper flow of title documentation to proceed accordingly
Ensure timely contacts are made on inventory, utilizing system queues/prompts via phone, email, fax, USPS, or FedEx (Lienholders, Owners, Ins. Providers, State Regulated Agencies, Title Clerks, Attorneys, etc
Maintain an organized workspace/area that is conducive to the overall success of the department
Promptly/professionally/accurately handle inbound calls
Maintain clear, consistent, and timely email communication with both internal and external customers to resolve outstanding concerns and ensure timely completion of tasks
Accurately review and disposition of all documents received
Complete files within the expected timeline set forth by leadership
Accurately enter system notes in a clear, concise, and professional written style of communication.
Maintain a consistent level of expected KPIs (Key Performance Indicators: Title Problem Levels, certain hours per day of Phone Campaign Login, etc.)
Ability to complete all tasks assigned within your shift
Possess knowledge of Provider Specific Requirements
Assist With Other Functions And/or Duties As Needed
Duties are subject to change, based on business needs
Competencies
Must possess the ability to craft sound and concise sentences and exhibit superior customer service
Must be able to type 40+ WPM
Must be detail-oriented with all assigned work
Display a team player mannerism
Provide excellent customer service
Be a quick learner who is highly organized and adaptable and open to change
Have strong research and problem-solving skills
Ability to work under pressure and meet deadlines
Ability to adapt to constant change
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.
RB Global full-time employees are offered medical, dental, vision, and basic life insurances. Employees are able to enroll in our company’s 401k plan and RB Global will match 100% for the first 4% contributed. Employees will also receive 15 days of PTO each year.
About The Team
As a global company, our corporate teams support billions of dollars in equipment sales every year.
In joining our corporate services teams, you will be ensuring the business runs smoothly in your respective verticals and supporting the overall business to achieve our core objectives.
Every day your work will make a difference in the way we run our business and the in the way customers interact with us.
Job Description
IAA, an RB Global Inc. Company is seeking a Total Loss Customer Care Associate to join our team. This position can be located anywhere in the United States. Occasional travel to a local facility is required.
In this position, you will be responsible for understanding and supporting the process of obtaining vehicle title transfer paperwork required to process salvage on behalf of our vehicle providers. Effective candidates will assist all necessary vehicle owners and stakeholders to keep them informed of the process, answer questions while leveraging the tools provided to drive best in class outcomes.
Key Responsibilities
Responsible for all files assigned with the timely and accurate processing of title documentation/information
Review of all documentation while Identifying the proper flow of title documentation to proceed accordingly
Ensure timely contacts are made on inventory, utilizing system queues/prompts via phone, email, fax, USPS, or FedEx (Lienholders, Owners, Ins. Providers, State Regulated Agencies, Title Clerks, Attorneys, etc
Maintain an organized workspace/area that is conducive to the overall success of the department
Promptly/professionally/accurately handle inbound calls
Maintain clear, consistent, and timely email communication with both internal and external customers to resolve outstanding concerns and ensure timely completion of tasks
Accurately review and disposition of all documents received
Complete files within the expected timeline set forth by leadership
Accurately enter system notes in a clear, concise, and professional written style of communication.
Maintain a consistent level of expected KPIs (Key Performance Indicators: Title Problem Levels, certain hours per day of Phone Campaign Login, etc.)
Ability to complete all tasks assigned within your shift
Possess knowledge of Provider Specific Requirements
Assist With Other Functions And/or Duties As Needed
Duties are subject to change, based on business needs
Competencies
Must possess the ability to craft sound and concise sentences and exhibit superior customer service
Must be able to type 40+ WPM
Must be detail-oriented with all assigned work
Display a team player mannerism
Provide excellent customer service
Be a quick learner who is highly organized and adaptable and open to change
Have strong research and problem-solving skills
Ability to work under pressure and meet deadlines
Ability to adapt to constant change
Required profile
Experience
Spoken language(s):
English
Check out the description to know which languages are mandatory. Other Skills
- Customer Service
- Detail Oriented
- Problem Solving
- Organizational Skills
- Analytical Skills
- Adaptability
- Time Management
- Communication
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