Risk Operations Agent

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Organization Summary

Our Operation teams focus on reducing regulatory risk and bad buying/selling experiences through case reviews. Cases are served through various referral mechanisms to the teammate. The teammate investigates and makes an educated decision on next steps. Teammates have the responsibility to make the best decision for the customer and the business while ensuring site safety and regulatory compliance. These decisions could include customer education, warnings, removing listings, restricting buying/selling activity, suspension of all site activity and handling appeals on actions taken through multiple channels.

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 customer concerns, 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/ebay objectives (eIP) 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 documents trends then provide feedback to your leadership and Risk/Trust BU.
• Provide feedback on filter performance to LVIS and other support teams.
• Handle critical issues and provide summaries per request of leadership.
• Respond to appeals or manage customer inquiries through email channels.
• Conduct outbound phone calls or otherwise get in touch with 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.

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.
• 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.
• Professional and 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 issues 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.

Requirements and Additional Info:

• Must have 2 years of back office e2m experience.
• Opportunities to promote to GCX Risk Senior Investigator.
• Day Shift with negotiable start times
• Excellent verbal and written communication English and Japanese skill

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eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.

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