Ebay风险防范部门——受限客户处理专员

xiaomaoyun

公司要在上海建立一个亚太地区最大、即将成为全球最大的运作中心，base在上海，但提供的是面向全球的服务，所以英文环境无处不在!

这个部门主要招哪些方面的人才：
有保证账户安全的Fraud Prevention Agent，有保证平台商品合规性的AUP Agent，有为客户解决问题的Customer Support Agent（English\Japanese\Mandarin\Cantonese），以及Account Review Agent、Business Support Agent、Compliance Agent……

职位要求是怎样的：
该职位对大学专业及工作经验无特殊要求，只要您是正规院校本科以上学历即可，但是语言要求和综合素质要求非常高，因为我们的客户大部分是外籍人士，且主要通过电话和邮件沟通，所以：
1、流利的英语/日语/普通话（读写无障碍，听说尚欠缺，因系统和工作环境为全英文）是进入eBay的第一道门槛；
2、综合素质主要是指逻辑思维能力、人际沟通能力、语言表达能力、团队合作能力等；
3、至于职位所需知识，eBay认为只要语言和综合素质过关，知识的获得并不难，eBay会给予新进员工规范的职前培训，且不会因为培训与员工签订任何附加协议。

这些职位的薪资待遇是怎样的：
应届生薪资待遇均在市场均价之上，且提供补贴、健身基金、培训基金……等多项福利。

工作地点在哪里：
上海张江高科技园区（地铁二号线张江站下来即到）

投递简历方式：
Name: vivian
Mail：helen@hr-bearhunter.com

JOB TITLE:                        Limitation & Appeal Agent                        

I.          GENERAL SUMMARY

Limitation & Appeal Agents review limited access PayPal accounts and determine whether or not to lift the limitation. The agents are responsible for working Account Maintenance queues and escalations. Various documentation is reviewed including: copies of passport, credit card statements, bank account statements, shipping information, utility bills, etc, in order to determine the legitimacy of the account holder or claim.  Agents are also responsible for completing cases, which could include pending reversal decisions and communication with both the customers.  This agent may be required to work other tasks as assigned including but not limited to: special projects, mentoring new agents, reports and intricate fraud queues.  Response to customer inquiries via telephone communication and email transmission in an efficient and effective manner related to all Appeals questions is also required.   

II.         SPECIFIC DUTIES

A.        Responsible for working appeals fax and email queues, X-Appeals service requests, password recovery queue, name change queues, as well as other item processing related to ACH, Account Review, chargebacks, buyer protection, appeals, and/or debit card on a daily basis.
B.        Responsible for handling all Account Maintenance functions including password mailings, SAC mailings, Personal ID verification, name changes and business account verification.
C.        May be responsible for working reports to include but not limited to: Restricted with Balance, Bad VID, Bad Spoof IP, Aged Report.,
D.        Effectively identifying problems and issues by performing relevant research using the appropriate tools.
E.        Attend company provided OFAC and BSA training and be in compliance with all regulations.
F.        Analyze account history and trends to take appropriate action on accounts.
G.        Review PayPal accounts and determine the legitimacy of the account and account holder and associated risk.  Methods to accomplish this include reviewing documentation including:  driver’s licenses, credit card statements, bank account statements, utility bills, transaction history, other fraud indicators, etc, various websites to confirm information on an account, message and customer history in Kana, and account information in Administrative tools.  
H.        Continually monitor cases to identify trends and notify management of information gleaned from that activity.
I.        Provide feedback to management regarding necessary changes and updates; including policies, upgrades, and customer care issues.
J.        Maintain and promote a positive attitude while meeting productivity goals.
K.        Continually display initiative to take on additional responsibilities toward professional growth.
L.        Perform related duties as assigned.
M.        Answer phone calls from Customer Service, other Operations departments, or Customer.                                                                                                                                                                                                        

III.         Required Performance

A.        Meet or exceed all published standards measured monthly and YTD.
B.        Maintain acceptable level of job discretion.  Performance is evaluated against the ability to make judgment calls, the ability to make sound decision, a desire to make decisions, displaying a heightened level of accountability, demonstrating a sense of responsibility, confidentiality and professionalism.
C.        Maintain acceptable level of teamwork by incorporating a positive attitude, being supportive in words and actions, embodying the core values of PayPal, and communicating with all levels both within the existing team & anyone outside the direct reporting structure.
D.        Maintain acceptable level of commitment which includes more than just showing up for work, more than just performing expectations, seeking out additional responsibilities (not OT), volunteering for special projects, identifying oneself as a go-to individual, flexibility with change and a passion for the product and company.
E.        Regular and predictable attendance is required.
F.        Pass regular testing of internal systems and software knowledge (ex. Kana, Intranet, Admin Tools, Attack, ILYA), specifically changes or additions made to internal systems during scheduled Pushes.
G.        Pass certification testing within the first six months of employment and recertify annually (minimum certification score is 90%).  
H.        Perform related duties as assigned.

xiaomaoyun

顶上去，，，