[Remote] Commercial Underwriting Investigations at eBay

Malaysia

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Ecommerce, TechnologyIndustries

Requirements

Excellent verbal and written communication in Mandarin and English
Able to gather data using internal and external tools then interpret to assess risk
Able to adjust schedule hours to business needs
Business minded: can see trends, opportunities and multi-task
Great at problem solving
Professional in engagement with customers, co-workers and Business Units
Able to manage time efficiently and actively drive impact to process and tools
Able to make discretionary decisions based on research and established guidelines, knowing when to decide independently or involve others
Comfortable working escalations based on knowledge and proficiency
Dependable

Responsibilities

Conduct in-depth account/item reviews outside of predefined filter, detection and referral queues to assess risk to eBay and brand, including external/internal business issues, root cause analysis of escalations, high impact account/item actions, appeals (including Seller Performance), monitoring eBay incentive programs (Daily Deals), monitoring site initiatives (Bullion, Sales Tax), and policy/process exception requests
Conduct in-depth case reviews to promote safe trading on the site
Use filters, member reports and account reviews to make informed decisions on each case
Identify and document trends then provide feedback to leadership and Risk/Trust teams
Provide feedback on filter performance to relevant developer teams
Handle escalations and provide summaries per leadership requests
Respond to appeals or manage customer inquiries through email channels
Conduct outbound phone calls or otherwise reach out to customers as part of case reviews
Consult with customers and other lines of business to help customers succeed on the platform
Present case decisions including end-to-end customer experiences to leadership
Review documents to better understand business models and overall business relation impact to eBay
Collaborate with multiple departments and business units to support site safety
Work with all levels of employees, engaging confidently in person, phone, and written communication, including high-visibility accounts (Director/VP level)
Assigned to projects and initiatives as they arise

Skills

Key technologies and capabilities for this role

Fraud InvestigationRisk AssessmentRoot Cause AnalysisAccount ReviewItem ReviewEscalation ManagementCross-Functional CollaborationPolicy AnalysisAppeals Handling

Questions & Answers

Common questions about this position

Is this a full-time position?

Yes, this is a full-time role.

What is the work arrangement or location policy for this role?

This information is not specified in the job description.

What skills are required for the Commercial Underwriting Investigations role?

Key skills include conducting in-depth case reviews and account assessments, identifying and documenting fraud trends, handling escalations and appeals, strong communication via phone, email, and in-person, and cross-functional collaboration with business units.

What is the company culture like at eBay for this team?

eBay fosters a culture where customers are the compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work; the Fraud and Risk Investigation team consists of passionate thinkers, innovators, and dreamers focused on a healthy marketplace.

What makes a strong candidate for this position?

Strong candidates are comfortable engaging with all levels of employees including Director/VP level, excel in accuracy, efficiency, and impact on high-visibility cases without strict operational metrics, and can confidently communicate in person, by phone, and in writing.

eBay

Global online marketplace for buying and selling

About eBay

eBay is an online marketplace where individuals and businesses can buy and sell a wide range of products, including electronics, fashion, and collectibles. Users can list items for auction or use the 'Buy It Now' option for immediate purchases. eBay stands out from competitors with its vast selection, user-friendly interface, and strong buyer and seller protections, including free shipping on many items. The company's goal is to facilitate seamless transactions while generating revenue through transaction fees, advertising, and subscription services.

San Jose, CaliforniaHeadquarters

1995Year Founded

$6.5MTotal Funding

IPOCompany Stage

Consumer Software, Consumer GoodsIndustries

10,001+Employees

Benefits

Health Insurance

401(k) Company Match

Paid Vacation

Parental Leave

Risks

Niche e-commerce platforms like StockX and Poshmark may draw away eBay's customers.

Social media platforms with shopping features could divert traffic from eBay.

Direct-to-consumer brands bypassing marketplaces may reduce eBay's seller base.

Differentiation

eBay offers a unique auction-style listing alongside 'Buy It Now' options.

The platform provides robust buyer and seller protections, enhancing trust in transactions.

eBay's vast product selection includes new, refurbished, and second-hand items.

Upsides

eBay's acquisition of GSI Commerce strengthens its position as a global commerce partner.

The rise of social commerce offers eBay opportunities to integrate social shopping features.

Increased focus on sustainability aligns with eBay's refurbished and second-hand product categories.

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