Associate, T/L Cust Care

Ritchie Bros - Westchester, IL

Full-time

Remote - Westchester, IL

5,001-10,000 employees

Administrative and Support Services

About the position

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.

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

Requirements

• 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

Benefits

• Health insurance
• 401K
• STD/LTD
• Life Insurance/AD&D
• Paid holidays
• Vacations