Risk Operations Appeals Agent
亿贝管理（上海）有限公司
- 公司规模：1000-5000人
- 公司性质：外资(欧美)
- 公司行业：互联网/电子商务
职位信息
- 发布日期：2014-02-20
- 工作地点：上海
- 招聘人数：若干
- 职位类别：其他
职位描述
Position Overview
As an Appeals Agent within Fraud Operations, your primary responsibilities will be to review PayPal accounts that have been limited due to what is believed to be potentially fraudulent activity and to determine whether the limitation should be lifted. You may be working on both account maintenance and escalation queues and will be using various applications to assess the legitimacy of the account holder or the transaction. You are responsible for reviewing documentation, analyzing data, and determining in a timely manner whether the limitation should be removed. Throughout this process you may need to communicate with the customers for additional information and to notify them of decisions. An appeals Agent within Fraud Operations is organized, efficient, and driven, exhibits strong analytical skills, adapts well to change, and thrives in a collaborative team environment.
Core Duties
l Review PayPal account and determine the legitimacy of the account and account holder and associated risk. Analyze account history and trends and perform relevant research to effectively identify problems (70%)
l Contacting account holders in an effort to verify activity and mitigate loss. (20%)
l Continually monitor cases and reports to identify trends and notify management of information gleaned from that activity (10%)
Prerequisite Knowledge & Proficiencies
l Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customer (in English)
l Strong written (email) communication utilizing proper grammar and punctuation (in English).
l Ability to make discretionary decisions based on research.
l Ability to function in multiple queues covering a variety of tasks with a sense of urgency and follow-through.
l Ability to learn and adapt to new software technologies.
l Strong working knowledge of external systems, PC based internet and software applications (Internet, Microsoft Office- Outlook, Word, and Excel).
l Basic knowledge of internal system & software (KANA, Intranet, Admin Tools, Attack)
Experience
l Has 1 year working experience, PayPal Risk Operation working experience is preferred.
l Must have a reliable and consistent attendance history.
l Training and experience in intricate Account Review Queues and Reports.
l Customer communication experience (e-mail & phone).
l Experience using Microsoft Office products including: Excel, Word, Access, Outlook, Visio, and PowerPoint, preferred.
Educational requirements
College diploma required; bachelor's degree, preferred
Physical requirements
This position requires sitting, typing and repetitive motions.
Position Scope Details
This job role can exist at different grade levels based on a set of expectations and an individual's demonstration of these expectations. Differences between grades are determined by acquired/ demonstrated skills and competencies along with overall performance in the role. The above statements are intended to describe the general nature of work being performed within this role. They are not intended to be construed as an exhaustive list of all the responsibilities, duties, and sills required, nor be the entire list of behaviors or expectations for which one may be measured upon within the performance review process. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor. Additional, individuals need to be able to work any shift within 24 hour period Monday through Sunday.
As an Appeals Agent within Fraud Operations, your primary responsibilities will be to review PayPal accounts that have been limited due to what is believed to be potentially fraudulent activity and to determine whether the limitation should be lifted. You may be working on both account maintenance and escalation queues and will be using various applications to assess the legitimacy of the account holder or the transaction. You are responsible for reviewing documentation, analyzing data, and determining in a timely manner whether the limitation should be removed. Throughout this process you may need to communicate with the customers for additional information and to notify them of decisions. An appeals Agent within Fraud Operations is organized, efficient, and driven, exhibits strong analytical skills, adapts well to change, and thrives in a collaborative team environment.
Core Duties
l Review PayPal account and determine the legitimacy of the account and account holder and associated risk. Analyze account history and trends and perform relevant research to effectively identify problems (70%)
l Contacting account holders in an effort to verify activity and mitigate loss. (20%)
l Continually monitor cases and reports to identify trends and notify management of information gleaned from that activity (10%)
Prerequisite Knowledge & Proficiencies
l Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customer (in English)
l Strong written (email) communication utilizing proper grammar and punctuation (in English).
l Ability to make discretionary decisions based on research.
l Ability to function in multiple queues covering a variety of tasks with a sense of urgency and follow-through.
l Ability to learn and adapt to new software technologies.
l Strong working knowledge of external systems, PC based internet and software applications (Internet, Microsoft Office- Outlook, Word, and Excel).
l Basic knowledge of internal system & software (KANA, Intranet, Admin Tools, Attack)
Experience
l Has 1 year working experience, PayPal Risk Operation working experience is preferred.
l Must have a reliable and consistent attendance history.
l Training and experience in intricate Account Review Queues and Reports.
l Customer communication experience (e-mail & phone).
l Experience using Microsoft Office products including: Excel, Word, Access, Outlook, Visio, and PowerPoint, preferred.
Educational requirements
College diploma required; bachelor's degree, preferred
Physical requirements
This position requires sitting, typing and repetitive motions.
Position Scope Details
This job role can exist at different grade levels based on a set of expectations and an individual's demonstration of these expectations. Differences between grades are determined by acquired/ demonstrated skills and competencies along with overall performance in the role. The above statements are intended to describe the general nature of work being performed within this role. They are not intended to be construed as an exhaustive list of all the responsibilities, duties, and sills required, nor be the entire list of behaviors or expectations for which one may be measured upon within the performance review process. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor. Additional, individuals need to be able to work any shift within 24 hour period Monday through Sunday.
公司介绍
eBay (NASDAQ: EBAY) is the world’s most vibrant marketplace for discovering great value and unique selection. eBay connects millions of buyers and sellers around the globe, empowering people and creating opportunity through Connected Commerce. Our vision for commerce is one that is enabled by people, powered by technology and open to everyone. We partner but never compete with our sellers and create stronger connections between buyers and sellers with product experiences that are fast, mobile and secure. As we celebrate our 20th anniversary, we're just as passionate today about connecting buyers and sellers as when we founded the company in 1995. For more information, visit *******************
联系方式
- Email：jiayazhou@ebay.com
- 公司地址：地址：span西藏中路268号来福士广场16层