Associate Trust and Safety StubHub
eBay - Salt Lake City, UT

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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

Bachelors Degree or Equivalent


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