Customer Solutions Agent
PayPal (Lincoln, Nebraska)

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Description: GENERAL SUMMARY: 

Respond to customer inquiries via telephone communication and email transmission in an efficient and effective manner. Resolution Services Agents may also be asked to review responses from sellers submitted as a result a buyer’s reports of fraudulent or unfair practices. 

This position will require the Resolution Services Agent to apply the seller and buyer protection policy for case completion when appropriate. This will require a thorough understanding of buyer and seller protection policies, all fraud and Protection Services policies, as well as supporting tools. 

The Resolution Services Agent may also be responsible for working Account Maintenance queues and escalations. Various documentation is reviewed including: copies of driver’s licenses or other valid ID, credit card statements, bank account statements, shipping information, utility bills, etc, in order to determine the legitimacy of the account holder or claim. 

The position is also responsible for completing cases, which could include pending reversal decisions and communication with both the customers. Response to customer inquiries via telephone communication and email transmission in an efficient and effective manner related to all Appeals questions is also required. Various shifts available. 

SPECIFIC DUTIES: 

1. Respond to inbound service requests via telephone and email inquiries. 
2. Assist prospective customers with all processes in connection with Risk Operations. 
3. Research and resolve inquiries verbally, in writing, and on-line. 
4. Provide feedback to management regarding necessary changes and updates; including policies, upgrades, and customer care issues. 
5. Attend company provided OFAC, BSA and Sexual Harassment training and be in compliance with all regulations. 
6. Pass certification testing within the first six months of employment and recertify annually (minimum certification score is 90 percent). 
7. Create SRs and route to appropriate queue to be worked. 
8. Update and add notes that are necessary to ATTACK cases regarding limited access, protection services, and chargeback issues. 
9. Respond to supervisor contacts via phone and email to ensure that the customer has correct information and to ensure that customer’s requests are being met and questions are being answered. 
10. Answer emails for other Risk Operations queues in other departments, such as, Account Review, Protection Services, and Chargebacks. 
11. Complete mentoring and training with new representatives that start in the Resolution Services area. Mentoring and training includes, but is not limited to, answering questions, having the new representative listen to your phone calls, having the new representative navigate the computer while you are talking with the customer, and listening to the representative while they speak to the customer and offering feedback. 
12. Special projects as assigned by management. Qualifications: Experience 2+ years experience including: 

1. 6 months experience in a customer support environment preferred. 
2. 6 months experience in a fraud investigation environment preferred. 
3. Customer communication experience (E-mail & Phone). 
4. Experience in an Internet company, financial institution or transaction processor preferred. 
5. Experience using Microsoft Office products including: Excel, Word, Access, Outlook, and PowerPoint. 

Knowledge, Skills, and Abilities: 

1. Ability to function in multiple telephone and email queues covering several product lines. 
2. Ability to learn and adapt to new software technologies. 
3. Strong working knowledge of PC based internet and software applications. 
4. Knowledge of external systems and software (The Internet, Microsoft Office - Outlook, Word, Excel). 
5. Basic Knowledge of internal systems & software (Kana, Intranet, Admin Tools, E-service and A.T.T.A.C.K!). 
6. Ability to communicate effectively via telephone by utilizing active listening and clearly speaking to customer. 
7. Ability to communicate effectively via email transmission by utilizing proper grammar and punctuation skills. 
8. Ability to develop and maintain professional working relationships with co-workers and peers. 

Education: Diploma or Education Equivalent Required. Salary/Benefits: > $25,000 Job Location: Omaha, NE Job Number: RUSAEBAY22185-604915 Company URL: http://www.ebaycareers.com