As an Agent within Fraud Operations, you will be required to work through a number of pre-determined fraud queues, kana email queues, and service requests to determine if recent account activity is of a fraudulent nature (based on fraud indicators). You will complete your investigation using multiple resources including customer contact, contacting banks and credit card issuers, reviewing PayPal activity, eBay rating, phone matches, IP Search, and various websites, etc. Fraud Operations Agents are Customer oriented and work to deliver a better understanding of PayPal processes to our Customers. At the same time, you will educate Customers on how to maintain security and strive for loss prevention for both PayPal and its Customers. You are responsible for reviewing documentation, analyzing data, and determining in a timely manner whether to verify the authenticity of transactions and/or activities. Throughout this process you may need to communicate with the customer for additional information and to notify them of decisions. An 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:
Based on assigned queues, review PayPal accounts and determine the legitimacy of the account and account holder, the associated risk (using fraud indicators), and make sure all appropriate restriction and/or dismissal decisions are made on each account reviewed. (70%)
Contact 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
Decision Quality
Problem Solving
Drive for Results
Time Management
Functional / Technical Skills
JOB REQUIREMENTS:
Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customer (in English and Hebrew)
Strong written (email) communication utilizing proper grammar and punctuation (in English and Hebrew)
Ability to make discretionary decisions based on research
Ability to function in multiple queues covering a variety of tasks with a sense of urgency and follow-through
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)
PayPal provides equal employment opportunity
