What are the responsibilities and job description for the Resolution Specialist position at AutoTec?
Our Resolution Specialists work with the Resolution Team to manage and resolve internet fraud and buyer protection claims and/or arbitrations according to client policy. Manage new cases and move existing cases through mediation and dispute resolution process. Investigations should be thorough and timely.
- Educate customers on buyer protection coverage/arbitration policies, limitations, and review process
- Receive e-mail notification of claim, gather information from parties involved via phone and e-mail to support claim resolution
- Document phone calls, supporting documents (e.g. repair information, OEMs, DMV and law enforcement agency) for each case
- Serve as mediator for successful resolution of claim working between buyer and seller; Explain findings and determine outcome according to client policy
- Perform all manner of research to support decision – work effectively with state agencies and vendors; Keep claimant apprised of progress
- Demonstrate a clear understanding of company policies and practices
- Investigate/research issues ranging from vehicles to construction and business equipment
- Communicate effectively and confidently with stakeholders (clients, buyers, sellers, agencies, attorneys)
- Understand and apply client policies and exercise judgement
