Investigate legitimacy of StubHub customer accounts as well as the account holders, and behavior that would be deemed risky to the site or customer satisfaction
Conduct targeted research and investigations into criminal actions, perpetrators and groups who are impacting StubHub and its customers
Significant phone interaction with customers, may have experience with customers from a previous role or job either within StubHub or elsewhere. This is a customer service expert who has a thorough understanding of StubHub’s products and services and the skills required put this knowledge to good use on the job.
May provide coaching to other staff members, but coaching focuses on transactional support rather than lifestyle/workstyle issues
Utilize various investigative resources, applications and techniques depending on circumstances
Prioritize workload to minimize risk to the business, which may include: contacting customers via phone and/or email, working fraud queues, emails, chat sessions, and other service requests
Managing multiple tasks or projects at once while effectively prioritizing time based on company priorities
Performing sensitive investigations while maintaining high levels of confidentiality
Continually monitor cases and reports to identify trends and notify management of information gleaned from that activity
Fully document all investigative research for consumption by other team members, management, and law enforcement liaison
Point person on a specific project or area of responsibility, with assigned tasks largely determined by a manager.
Job Requirements
4 years of Customer Service experience required.
1+ years Experience in one or more of the following areas perferred: Trust and Safety, Fraud Operations, Risk Management, Investigations, Card Issuing and/or merchant acquiring Credit Card, Transaction Processing, GL Reconciliation, Account Processing, Chargeback Processing, Debit Card Reconciliation, Debit Card, ACH
Current PayPal admin access or ability to pass PayPal background check
Strong understanding of the internet, ecommerce and internet crimes with an emphasis on financial crimes and anti-money laundering
Working knowledge of a variety of internet research tools
Ability to interpret information from multiple sources and work with large data sets
Demonstrated analytical and problem solving skills
Experience using Microsoft Office products including: Excel, Word, Access, Outlook, Visio, and PowerPoint
Passionate about the subject of organized white collar crime and criminology on the Internet
Excellent written and oral communication skills, to technical or non-technical audiences
Effective and proven negotiation skills
Demonstrates strong time management and organizational skills
Willingness to act within a 24x7 environment, includes working overtime and on weekends with short notice if needed
Ability to work in stressful situations with a sense of urgency
Aptitude and inclination to protect highly confidential information
Proactive on tasks without prompting and a self-starter
The ability to work with people at all levels within a range of organizations
