Spoof Processing 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：2015-03-04
- 工作地点：上海-浦东新区
- 招聘人数：若干
- 学历要求：本科
- 职位月薪：面议
- 职位类别：其他
职位描述
I.GENERAL SUMMARY
Spoof Processing Agents are required to work through a number of unauthorized claims, kana email queues to identify potentially fraudulent accounts and take all appropriate actions. Agents will complete their investigation using multiple resources including customer contact, contacting banks and credit card issuers, reviewing PayPal activity, eBay rating, phone matches, IP Search, and various websites, etc. Agents may be required to contact account holders - both senders and recipients - in order to verify the authenticity of transactions and/or activity. Finally, a variety of documentation may be reviewed including credit card statements, bank account statements and customer response, etc, in order to determine the legitimacy of the account and account holder.
II.SPECIFIC DUTIES
A.Contacting account holders in an effort to verify activity and mitigate loss
B.Responsible for working unauthorized claims, service requests and other item processing related to Spoof, Credit Card, ACH, IP Matches and other Fraud indicator queues on a daily basis.
C.Effectively identify problems and issues by performing relevant research using the appropriate tools.
D.Analyze account history and trends to make sure all appropriate accept/deny decisions are made on each account reviewed.
E.Responsible for working assigned claims, emails and service requests, as well as other fraud processing items on a daily basis.
F.Analyze account history and trends to take appropriate action on accounts.
G.Communicate effectively and concisely with all applicable parties in pursuit of resolution of cases in written form (when required) without spelling or grammatical errors and verbally interacting (when required) on a professional, mature level even in adverse situations.
H.Review PayPal accounts and determine the legitimacy of the account and account holder and associated risk. Methods to accomplish this include reviewing documentation including: customer contact, 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.
I.Continually monitor cases and reports to identify trends and notify management of information gleaned from that activity.
J.Provide feedback to management regarding necessary changes and updates; including policies, upgrades, and potential queue changes.
K.Perform related duties as assigned.
III JOB QUALIFICATIONS
A.Education
University Degree or equivalent experience.
B.Experience
1.0 to 12 months experience in one or more of the following areas: Customer Support, Fraud Investigation, Card Issuing and or merchant acquiring Credit Card, Transaction Processing, GL Reconciliation, Account Processing, Chargeback Processing, Debit Card Reconciliation, Account Processing, Chargeback Processing, Debit Card, ACH
2.180 days experience with PayPal, preferred.
3.Customer communication experience (E-mail & Phone).
4.Experience using Microsoft Office products including: Excel, Word, Access, Outlook, Visio, and PowerPoint.
C.Knowledge, Skills, and Abilities
1.Able to achieve a minimum score of 90% on the Fraud Agent 1 Aptitude Assessment when applicable
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), preferred.
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. Performs a variety of tasks. Works under general supervision; typically reports to a manager. A certain degree of creativity and latitude required
11.Ability to develop and maintain professional working relationships with co-workers and peers.
Physical Activities: stooping, climbing stairs, walking, standing, talking, hearing, repetitive motions, carrying, sitting, stapling, reaching, pulling, pushing, grasping, feeling, seeing, typing, writing.
Spoof Processing Agents are required to work through a number of unauthorized claims, kana email queues to identify potentially fraudulent accounts and take all appropriate actions. Agents will complete their investigation using multiple resources including customer contact, contacting banks and credit card issuers, reviewing PayPal activity, eBay rating, phone matches, IP Search, and various websites, etc. Agents may be required to contact account holders - both senders and recipients - in order to verify the authenticity of transactions and/or activity. Finally, a variety of documentation may be reviewed including credit card statements, bank account statements and customer response, etc, in order to determine the legitimacy of the account and account holder.
II.SPECIFIC DUTIES
A.Contacting account holders in an effort to verify activity and mitigate loss
B.Responsible for working unauthorized claims, service requests and other item processing related to Spoof, Credit Card, ACH, IP Matches and other Fraud indicator queues on a daily basis.
C.Effectively identify problems and issues by performing relevant research using the appropriate tools.
D.Analyze account history and trends to make sure all appropriate accept/deny decisions are made on each account reviewed.
E.Responsible for working assigned claims, emails and service requests, as well as other fraud processing items on a daily basis.
F.Analyze account history and trends to take appropriate action on accounts.
G.Communicate effectively and concisely with all applicable parties in pursuit of resolution of cases in written form (when required) without spelling or grammatical errors and verbally interacting (when required) on a professional, mature level even in adverse situations.
H.Review PayPal accounts and determine the legitimacy of the account and account holder and associated risk. Methods to accomplish this include reviewing documentation including: customer contact, 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.
I.Continually monitor cases and reports to identify trends and notify management of information gleaned from that activity.
J.Provide feedback to management regarding necessary changes and updates; including policies, upgrades, and potential queue changes.
K.Perform related duties as assigned.
III JOB QUALIFICATIONS
A.Education
University Degree or equivalent experience.
B.Experience
1.0 to 12 months experience in one or more of the following areas: Customer Support, Fraud Investigation, Card Issuing and or merchant acquiring Credit Card, Transaction Processing, GL Reconciliation, Account Processing, Chargeback Processing, Debit Card Reconciliation, Account Processing, Chargeback Processing, Debit Card, ACH
2.180 days experience with PayPal, preferred.
3.Customer communication experience (E-mail & Phone).
4.Experience using Microsoft Office products including: Excel, Word, Access, Outlook, Visio, and PowerPoint.
C.Knowledge, Skills, and Abilities
1.Able to achieve a minimum score of 90% on the Fraud Agent 1 Aptitude Assessment when applicable
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), preferred.
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. Performs a variety of tasks. Works under general supervision; typically reports to a manager. A certain degree of creativity and latitude required
11.Ability to develop and maintain professional working relationships with co-workers and peers.
Physical Activities: stooping, climbing stairs, walking, standing, talking, hearing, repetitive motions, carrying, sitting, stapling, reaching, pulling, pushing, grasping, feeling, seeing, typing, writing.
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