Claims Risk Management Teammate - Italian

We are looking for candidates who are fluent in Italian

Open to work from home

Organization Summary

Our Fraud and MP Policy 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, GCX leadership and BU leadership. Claims Risk Management is an important new piece to our organization that will specialize in reviewing high ASP claims throughout the entire claim experience, beginning to end.

Role Summary

Conduct in-depth account/item reviews for accounts associate with high value, risky or fraudulent claims. Reviews include external and internal business issues, root cause analysis of escalations, high impact account level and item actions, appeals 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 with evolving operational metric level expectations and success is measured by accuracy, efficiency and impact of assigned tasks, as well as overall organizational/eBay objectives (eIP) coupled with top line Risk & Trust business goals.

You will:

• Review eBay Money Back Guarantee claims, including Returns, Item Not Received and Not as Described claims, appeals and refunds
• Hold oneself accountable to policies, metrics, processes and standards
• Make decisions based on information available and communicate decisions to the customer/teammates. Find a solution that achieves eBay and customer objectives including evaluating what the right thing is for the situation i.e. money movement, cancel transactions, de-score, removal of feedback, etc.
• Effectively mitigate loss through investigation of claims and buyer/seller behavior
• Conduct in depth case reviews to promote safe trading on the site including investigating multiple payment sources including eMBG claim, chargebacks, etc.
• 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 BU.
• Provide feedback on filter performance to LVIS and other support teams.
• Handle escalations and provide summaries per request of leadership.
• Present case decisions including end to end customer experiences to leadership.

You are:

• Customer service oriented, with a year or more of experience in M2M
• Resident of the Republic of Ireland
• Knowledgeable and proficient with M2M processes and tools i.e. Billing, Agent Desktop, Guided Judgement and CSKB
• 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.
• Adjust schedule hours to business needs.
• Business minded. You can see trends, opportunities and can multi-task.
• Excellent verbal and written communication
• Great at problem solving.
• Able to achieve above average results in productivity, customer availability, CSAT and schedule adherence.
• Professional in your engagement with customers, co-workers and Business Units.
• Assigned to projects and initiatives as they arise.
• Able to de-escalate situations and use conflict management skills, along with the ability to deliver difficult messages both verbally and in writing.
• 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 GCX.

Grade Level 18

• Skilled in M2M, able to conduct risk reviews and work SRM/BRM cases as needed
• Provide suggestions for improvement of filters and tools to leadership
• Ability to upward communicate verbally and in writing with leadership coaching
• Queue-based Risk monitoring of accounts within scope of expertise/skill sets
• Identify risk, tools, and process/workflow gaps for new & top account customers across multiple regions
• Make accurate decisions, while meeting quality and productivity expectations
• Partner as necessary with other business units in identifying and solving for trends
• Work requests for leadership, legal, PR, business unit and third-party reporters
• Review high visibility listings to facilitate individual listing success
• Mentor current peers
• Functionally with Microsoft Suite
• Actively engaged in their work
• Participate in creating team culture and being individually engaged
• Review claims at and over $2k as well as risky claims

Tools

• Agent Desktop
• Billing Tool
• Guided Judgement
• Communicator
• Microsoft Office Suite – Outlook, Excel, Word
• Google Drive – Docs, Sheets
• Knowledge Base
• Macro Express
• Online resources including federal government and law enforcement websites