CSR III - IAA

Who We Are
Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life’s other most important assets: our homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms and automation. For more information, please visit solera.com.

The Role
The IAA Release Representative is responsible for coordinating the timely release and pickup of vehicles assigned through the LYNX User Interface (LUI) on behalf of Insurance Auto Auctions (IAA) and its insurance carrier partners. This role works directly with vehicle owners, storage facilities, body shops, and service providers to verify release readiness, negotiate vehicle release requirements, resolve barriers to pickup, and ensure all assignment activity is accurately documented. The Release Representative plays a critical role in reducing cycle time, supporting provider efficiency, and delivering a positive customer experience while adhering to IAA branch rules, client requirements, and Solera operating procedures.

What You’ll Do

• Coordinate the timely release and pickup of assigned vehicles by contacting vehicle owners, body shops, storage facilities, and other involved parties to obtain release authorization and pickup readiness.
• Conduct outbound and inbound calls to gather information, resolve release barriers, answer questions, and move assignments toward successful completion.
• Verify release status, vehicle location details, access requirements, key availability, operating hours, storage conditions, and other information necessary for a successful pickup.
• Document all assignment activity accurately and thoroughly within the LYNX User Interface (LUI), including contact attempts, conversations, release status updates, barriers, approvals, and follow-up actions.
• Review and apply branch rules, provider instructions, and client requirements to ensure compliance throughout the release process.
• Identify and document obstacles preventing vehicle release, apply the appropriate release problem category, and take corrective action to facilitate pickup.
• Confirm, validate, and coordinate payment of storage and related charges, including obtaining approvals when required by provider or branch guidelines.
• Escalate assignments to providers through approved communication channels when additional direction, approvals, or intervention is required.
• Schedule and manage follow-up activities to ensure files continue progressing toward release and pickup completion.
• Maintain productivity, quality, documentation accuracy, and customer service standards while supporting insurance carrier, provider, and IAA operational objectives.

What You’ll Bring

• Previous customer service, call center, claims support, dispatch, logistics, collections, or insurance-related experience preferred.
• Strong verbal and written communication skills with the ability to build rapport and professionally interact with vehicle owners, storage facilities, body shops, providers, and internal stakeholders.
• Ability to effectively manage multiple assignments, prioritize workload, and meet productivity, quality, and service level expectations in a fast-paced environment.
• Strong attention to detail with the ability to accurately document assignment activity, maintain complete records, and follow established procedures.
• Demonstrated problem-solving skills and the ability to identify release barriers, evaluate available options, and drive assignments toward resolution.
• Comfortable navigating multiple computer applications and learning proprietary systems, including the LYNX User Interface (LUI) and related support tools.
• Ability to interpret and follow branch rules, client requirements, escalation procedures, and operational guidelines while maintaining compliance.
• Strong organizational and time-management skills with the ability to manage follow-up activities and maintain assignment ownership from initiation through resolution.
• Ability to work independently while collaborating effectively with teammates, supervisors, quality partners, and external providers.

• Commitment to delivering exceptional customer service, professionalism, empathy, and a positive customer experience during every interaction.
• Flexibility and adaptability to learn new processes, respond to changing business needs, and support operational requirements as needed.
• One year customer service experience required
• High School diploma or equivalent
• Pass a background screen

It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company's needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to, or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.