PayPal Ireland European Headquarters 11 CUSTOMER SOLUTIONS (DISPUTES AND CLAIMS) - Italian speakers Job location: Ireland (Dublin or Dundalk) Position Overview As an Appeals Agent within Fraud Operations, your primary responsibilities will be to review PayPal accounts that have been limited due to what is believed to be potentially fraudulent activity and to determine whether the limitation should be lifted. You may be working on both account maintenance and escalation queues and will be using various applications to assess the legitimacy of the account holder or the transaction. You are responsible for reviewing documentation, analyzing data, and determining in a timely manner whether the limitation should be removed. Throughout this process you may need to communicate with the customer for additional information and to notify them of decisions. An Appeals Agent within Fraud Operations is organized, efficient, and driven, exhibits strong analytical skills, adapts well to change, and thrives in a collaborative team environment. Core Duties: •Review PayPal accounts and determine the legitimacy of the account and account holder and associated risk. Analyze account history and trends and perform relevant research to effectively identify problems (70%) •Contacting account holders in an effort to verify activity and mitigate loss (20%) •Continually monitor cases and reports to identify trends and notify management of information gleaned from that activity. (10%) Competencies: •Customer Focus •Listening •Problem Solving •Composure •Drive for Results •Functional / Technical Skills Position Scope Details: This job role can exist at different grade levels based on a set of expectations and an individual’s demonstration of these expectations. Differences between grades are determined by acquired / demonstrated skills and competencies along with overall performance in the role. The above statements are intended to describe the general nature of work being performed within the role. They are not intended to be construed as an exhaustive list of all the responsibilities, duties, and skills required, nor be the entire list of behaviours or expectations for which one may be measured upon within the performance review process. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor. Additionally, Individuals need to be able to work any shift within a 24 hour period Monday through Sunday. Knowledge/ Skills Requirements: Business: •Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers •Strong written (email) communication utilizing proper grammar and punctuation •Ability to work independently while making sound business decisions on case information •Well developed sense of urgency and follow through •Ability to multitask multiple systems, screens, and tasks during customer contacts •Time Management and Adherence to schedules Technical: •Ability to learn and adapt to new software technologies •Strong working knowledge of external systems, PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, Excel). •Basic Knowledge of internal systems & software (Kana, Intranet, Admin Tools, Attack). Experience: Required: •12+ months customer service experience required •Very good level of English required •Fluent Italian required Salary and other benefits: €24,000.00 plus the below benefits: 6% performance related bonus Full VHI Cover Onsite Restaurant, Onsite Gym Reward and Recognition Programme Amazing working environment On-going Training and Personal Development Contract: Permanent Contract – 6 months’ probation HOW TO APPLY: Send CV (IN ENGLISH) to [email protected] - PLEASE QUOTE ON THE SUBJECT OF YOUR EMAIL: “Ref. Customer Solutions – Italian” LAST APPLICATION DATE: 30/07/2013 Interviews: Face to Face or Skype interviews.
Posted on: Fri, 05 Jul 2013 08:31:33 +0000
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