Risk Operations Agent Vacancy at Ebay

Overview:

Ebay is hiring an experienced Risk Operations Agent at their Mumbai location. This role promote safe and compliant trading on the site by investigating accounts, reviewing filters, verified rights owner/community reports and escalations. Performing account reviews for potential regulatory risk, fraudulent, off site and/or unauthorized activity. You’re focused on the member experience on the site and investigate accounts with questionable business practices that could have a negative impact on the eBay community. You may interact with Risk BU, Merchandizing, Compliance, CS Tech, Product, Service Design, Legal or other upper management across eBay. As a result, this team is focused on being efficient and accurate to meet or exceed the KPI’s including, but not limited to Productivity, Quality/Accuracy, and maintaining necessary service levels.

The complete details of this job are as follows:

Roles and Responsibilities:

• Conduct in depth case reviews to promote safe and compliant trading on the site.
• Use filters, member reports and account reviews to make informed decisions on each case.
• Identify trends and provide feedback to your leadership.
• Provide feedback on filter performance to LVIS and other support teams.
• Handle appeals through multiple channels for actions taken across assigned work types.
• Handle escalations as needed 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.
• Coach customers on how to be more successful on the site through phone or email channels.
• Educate customers on the regulatory requirements behind actions of the company.

Eligibility Criteria:

• Responsible to make sure work is completed within Service Level and actively drive improvement.
• Able to gather data using internal and external tools then interpret to assess risk.
• Available to adjust schedule hours based on business needs.
• Business minded. You can see trends, opportunities and can multi-task.
• Great at managing your time.
• Excellent at communication – both verbal and written.
• Great at problem solving.
• Courteous and professional in your engagement with customers, co-workers and Business Units.
• Proactive and suggest workflow enhancements.
• 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

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