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