Total Loss Customer Care Associate

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.

Job Description

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.

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

Qualifications

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