Claims Risk Management - IT (Remote)

eBay Europe Services Ltd

Dublin California

United States

Other
(No Timezone Provided)

Claims Risk Management Teammate - ItalianWe are looking for candidates who are fluent in ItalianOpen to work from homeOrganization SummaryOur 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 SummaryConduct 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 refundsHold oneself accountable to policies, metrics, processes and standardsMake 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 behaviorConduct 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 M2MResident of the Republic of IrelandKnowledgeable and proficient with M2M processes and tools i.e. Billing, Agent Desktop, Guided Judgement and CSKBResponsible 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 communicationGreat 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 18Skilled in M2M, able to conduct risk reviews and work SRM/BRM cases as neededProvide suggestions for improvement of filters and tools to leadershipAbility to upward communicate verbally and in writing with leadership coachingQueue-based Risk monitoring of accounts within scope of expertise/skill setsIdentify risk, tools, and process/workflow gaps for new & top account customers across multiple regionsMake accurate decisions, while meeting quality and productivity expectationsPartner as necessary with other business units in identifying and solving for trendsWork requests for leadership, legal, PR, business unit and third-party reportersReview high visibility listings to facilitate individual listing successMentor current peersFunctionally with Microsoft SuiteActively engaged in their workParticipate in creating team culture and being individually engagedReview claims at and over $2k as well as risky claimsToolsAgent DesktopBilling ToolGuided JudgementCommunicatorMicrosoft Office Suite - Outlook, Excel, WordGoogle Drive - Docs, SheetsKnowledge BaseMacro ExpressOnline resources including federal government and law enforcement websites#JobsIE#Indeed#LI-LM2eBay Inc. 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 are unable to submit an application because of incompatible assistive technology or a disability, please contact us at . We will make every effort to respond to your request for disability assistance as soon as possible.For more information see: EEO is the Law Poster and EEO is the Law Poster SupplementThis website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookiesView our privacy policy and accessibility info

Claims Risk Management - IT (Remote)

eBay Europe Services Ltd

Dublin California

United States

Other

(No Timezone Provided)

Claims Risk Management Teammate - ItalianWe are looking for candidates who are fluent in ItalianOpen to work from homeOrganization SummaryOur 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 SummaryConduct 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 refundsHold oneself accountable to policies, metrics, processes and standardsMake 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 behaviorConduct 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 M2MResident of the Republic of IrelandKnowledgeable and proficient with M2M processes and tools i.e. Billing, Agent Desktop, Guided Judgement and CSKBResponsible 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 communicationGreat 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 18Skilled in M2M, able to conduct risk reviews and work SRM/BRM cases as neededProvide suggestions for improvement of filters and tools to leadershipAbility to upward communicate verbally and in writing with leadership coachingQueue-based Risk monitoring of accounts within scope of expertise/skill setsIdentify risk, tools, and process/workflow gaps for new & top account customers across multiple regionsMake accurate decisions, while meeting quality and productivity expectationsPartner as necessary with other business units in identifying and solving for trendsWork requests for leadership, legal, PR, business unit and third-party reportersReview high visibility listings to facilitate individual listing successMentor current peersFunctionally with Microsoft SuiteActively engaged in their workParticipate in creating team culture and being individually engagedReview claims at and over $2k as well as risky claimsToolsAgent DesktopBilling ToolGuided JudgementCommunicatorMicrosoft Office Suite - Outlook, Excel, WordGoogle Drive - Docs, SheetsKnowledge BaseMacro ExpressOnline resources including federal government and law enforcement websites#JobsIE#Indeed#LI-LM2eBay Inc. 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 are unable to submit an application because of incompatible assistive technology or a disability, please contact us at . We will make every effort to respond to your request for disability assistance as soon as possible.For more information see: EEO is the Law Poster and EEO is the Law Poster SupplementThis website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookiesView our privacy policy and accessibility info