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Organization Summary
Our Fraud and Risk Investigation teams enable a healthy and safe marketplace through mitigating risk and loss across multiple eBay sites. They identify complex trends, deep dive case reviews, partner with larger accounts and search the site for what’s next in the world of fraud and trust. They partner with Business Units including Risk, Trust, Daily Deals, Legal and Merchandizing. They work escalations from Executives, PR, Consumer Organizations, Global Customer Experience (GCX) leadership and Business Unit leadership.
Role Summary
Conduct in-depth account/item reviews outside of predefined filter, detection and referral queues to assess the risk to eBay and our brand. Reviews include external and internal business issues, root cause analysis of escalations, high impact account level and item actions, appeals (including Seller Performance), monitoring eBay incentive programs (Daily Deals), monitoring specific site initiatives (Bullion, Sales Tax), and policy or process exception requests. This cross-functional team collaborates with multiple departments and business units to support the safety of the site. You will work with all levels of employees throughout the business and will need to be comfortable and confident in engaging in person, phone, and through written communication, and complete reviews on accounts with high visibility (Director/VP Level). This role operates absent operational metric level expectations and success is measured by accuracy, efficiency and impact of assigned tasks, as well as overall organizational/company objectives coupled with top line Risk & Trust business goals.
You will:
- Conduct in depth case reviews to promote safe trading on the site.
- Use filters, member reports and account reviews to make informed decisions on each case.
- Identify and document trends then provide feedback to your leadership and Risk/Trust.
- Provide feedback on filter performance to relevant developer teams.
- Handle escalations and provide summaries per request of leadership.
- Respond to appeals or manage customer inquiries through email channels.
- Conduct outbound phone calls or otherwise reach out to the customer as part of your case review.
- Consult with customers and other lines of business to help customers succeed on the platform.
- Present case decisions including end to end customer experiences to leadership.
- Review documents to better understand business models and overall business relation impact to eBay.
You are:
- Responsible to manage your time so work is completed efficiently and actively driving impact to process and tools.
- Able to gather data using internal and external tools then interpret to assess risk.
- Able to adjust schedule hours to business needs.
- Business minded. You can see trends, opportunities and can multi-task.
- Excellent verbal and written communication in Japanese and English.
- Great at problem solving.
- Professional - in your engagement with customers, co-workers and Business Units.
- Assigned to projects and initiatives as they arise.
- Able to make discretionary decisions based on research and established guidelines. You know when to make the call yourself or bring others into your decision making.
- Comfortable working escalations based on your knowledge and proficiency.
- Dependable – you have an established sense of urgency and follow through.
- Adaptable and work under general supervision with the ability to stay self-motivated.
- Comfortable working directly with management and leaders inside and outside of Global Customer Experience (GCX).
Requirements and Additional Info:
- Must have excellent verbal and written communication skills, including reviewing business documents, in Japanese and English.
- Opportunities to promote to GCX Risk Senior Investigator, grade 19.
- Day Shift with negotiable start times
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