E2M Fraud Agent for Seller Fraud

Job description

Primary Job Responsibilities

Partner with eBay customers to help them resolve and/or navigate successfully through security issues a challenge or issue with their account driven by specific actions that eBay initiated or the unauthorized access of their account by a third party.

Job Requirements

Job Description

o Efficient and accurate resolution of issues and questions regarding customers' accounts. Reliably follow-up with customers on issues. Be empathetic to customer concerns and display a sincere desire to serve.

o Teammates operate in a fast-paced multi-channel environment, supporting members via reactive inbound phone calls. including inbound and outbound phone calls, and email.

o Areas of support include: addressing concerns with account security & management, payment service accounts, common account issues (e.g., restrictions, suspensions, linked accounts, below standard/guardrail), common seller and buyer rules & policies (e.g., buyer limits, buyer risk management, bad buyer experiences impacts from action to seller performance, buying activity, fees and billing, linked accounts), common seller policies (e.g., seller vetting, selling limits, selling performance), education and future prevention to high risk accounts activities, fraud and appeals.

• Promote safe trading on the site by working filters, community reports, escalations and performing account reviews for business practices.

• Work across a broad range of categories enforcing site policies, improving the safety of the eBay marketplace.

• Pro-actively work with the community/industry to identify sellers with misrepresented items.

• Find opportunities to improve the member experience on the site through investigation of accounts with questionable business practices.

• Work with other Seller Risk members to understand and identify trends of questionable account practices.

• Address basic appeals concerning action taken on accounts with questionable business practices.

• Support development of team members and implement working strategies to meet team goals.

• Maintain open communication with the Supervisor and Manager responsible for the Seller Risk Team

Attachments

Job Title

Fraud Agent 2

Removal Date

02-Sep-2016