苏州招聘

Limitation & Appeal Agent - 受限账户审核粤语专员
I. GENERAL SUMMARY

Limitation & Appeal Agents review limited access PayPal accounts and determine whether or not to lift the limitation. The agents are responsible for working Account Maintenance queues and escalations. Various documentation is reviewed including: copies of passport, credit card statements, bank account statements, shipping information, utility bills, etc, in order to determine the legitimacy of the account holder or claim. Agents are also responsible for completing cases, which could include pending reversal decisions and communication with both the customers. This agent may be required to work other tasks as assigned including but not limited to: special projects, mentoring new agents, reports and intricate fraud queues. Response to customer inquiries via telephone communication and email transmission in an efficient and effective manner related to all Appeals questions is also required. II. SPECIFIC DUTIES A. Responsible for working appeals fax and email queues, X-Appeals service requests, password recovery queue, name change queues, as well as other item processing related to ACH, Account Review, chargebacks, buyer protection, appeals, and/or debit card on a daily basis. B. Responsible for handling all Account Maintenance functions including password mailings, SAC mailings, Personal ID verification, name changes and business account verification. C. May be responsible for working reports to include but not limited to: Restricted with Balance, Bad VID, Bad Spoof IP, Aged Report., D. Effectively identifying problems and issues by performing relevant research using the appropriate tools. E. Attend company provided OFAC and BSA training and be in compliance with all regulations. F. Analyze account history and trends to take appropriate action on accounts. G. Review PayPal accounts and determine the legitimacy of the account and account holder and associated risk. Methods to accomplish this include reviewing documentation including: driver's licenses, credit card statements, bank account statements, utility bills, transaction history, other fraud indicators, etc, various websites to confirm information on an account, message and customer history in Kana, and account information in Administrative tools. H. Continually monitor cases to identify trends and notify management of information gleaned from that activity. I. Provide feedback to management regarding necessary changes and updates; including policies, upgrades, and customer care issues. J. Maintain and promote a positive attitude while meeting productivity goals. K. Continually display initiative to take on additional responsibilities toward professional growth. L. Perform related duties as assigned. M. Answer phone calls from Customer Service, other Operations departments, or Customer. III. Required Performance A. Meet or exceed all published standards measured monthly and YTD. B. Maintain acceptable level of job discretion. Performance is evaluated against the ability to make judgment calls, the ability to make sound decision, a desire to make decisions, displaying a heightened level of accountability, demonstrating a sense of responsibility, confidentiality and professionalism. C. Maintain acceptable level of teamwork by incorporating a positive attitude, being supportive in words and actions, embodying the core values of PayPal, and communicating with all levels both within the existing team & anyone outside the direct reporting structure. D. Maintain acceptable level of commitment which includes more than just showing up for work, more than just performing expectations, seeking out additional responsibilities (not OT), volunteering for special projects, identifying oneself as a go-to individual, flexibility with change and a passion for the product and company. E. Regular and predictable attendance is required. F. Pass regular testing of internal systems and software knowledge (ex. Kana, Intranet, Admin Tools, Attack, ILYA), specifically changes or additions made to internal systems during scheduled Pushes. G. Pass certification testing within the first six months of employment and recertify annually (minimum certification score is 90%). H. Perform related duties as assigned. I. Maintain and promote a positive attitude while meeting productivity goals. IV. JOB QUALIFICATIONS A. Education University or college diploma required; bachelor's degree, preferred B. Experience 1. 6+ months PayPal Fraud Operations or Account Review experience. 2. Must have a reliable and consistent attendance history. 3. Training and experience in intricate Account Review Queues and Reports. 4. Customer communication experience (e-mail & phone). 5. Experience using Microsoft Office products including: Excel, Word, Access, Outlook, Visio, and PowerPoint, preferred. C. Knowledge, Skills, and Abilities 1. Ability to read and write in both Mandarin and English and Cantonese. 2. Ability to function in multiple queues covering several product lines. 3. Ability to learn and adapt to new software technologies. 4. Strong working knowledge of PC based internet and software applications 5. Knowledge of external systems and software (The Internet, Microsoft Office - Outlook, Word Excel, Visio). 6. Knowledge of internal systems & software (Kana, Intranet, Admin Tools, E-service, Attack, IGOR). 7. Ability to communicate effectively via telephone by utilizing active listening and clearly speaking to customer. 8. Ability to communicate effectively via email transmission by utilizing proper grammar and punctuation skills. 9. Well-developed sense of urgency and follow through. 10. Ability to make discretionary decisions based on research. 11. Ability to perform a variety of tasks. 12. Ability to work under general supervision; typically reports to a manager. 13. Use of a certain degree of creativity and latitude required. 14. Ability to develop and maintain professional working relationships with co-workers and peers.

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