[广州]广州市方尔达人力资源有限公司

发布时间：2010-12-31
工作地点：广州
信息来源：上海交通大学就业网
职位类型：全职
附件：桌面.rar (10 KB) 职位描述
JOB DESCRIPTION

JOB TITLE: Limitation & Appeal Agent

DEPARTMENT: Limitation & Appeal

I. GENERAL SUMMARY

Limitation & Appeal Agents review limited access *** accounts and determine whether or not to lift the limitation. The agents are responsible for working Account Maintenance queues and escalations. Various documentation is reviewed including: copies of passport, credit card statements, bank account statements, shipping information, utility bills, etc, in order to determine the legitimacy of the account holder or claim. Agents are also responsible for completing cases, which could include pending reversal decisions and communication with both the customers. This agent may be required to work other tasks as assigned including but not limited to: special projects, mentoring new agents, reports and intricate fraud queues. Response to customer inquiries via telephone communication and email transmission in an efficient and effective manner related to all Appeals questions is also required.

II. SPECIFIC DUTIES

A. Responsible for working appeals fax and email queues, X-Appeals service requests, password recovery queue, name change queues, as well as other item processing related to ACH, Account Review, chargebacks, buyer protection, appeals, and/or debit card on a daily basis.

B. Responsible for handling all Account Maintenance functions including password mailings, SAC mailings, Personal ID verification, name changes and business account verification.

C. May be responsible for working reports to include but not limited to: Restricted with Balance, Bad VID, Bad Spoof IP, Aged Report.,

D. Effectively identifying problems and issues by performing relevant research using the appropriate tools.

E. Attend company provided OFAC and BSA training and be in compliance with all regulations.

F. Analyze account history and trends to take appropriate action on accounts.

G. Review *** accounts and determine the legitimacy of the account and account holder and associated risk. Methods to accomplish this include reviewing documentation including: driver's licenses, credit card statements, bank account statements, utility bills, transaction history, other fraud indicators, etc, various websites to confirm information on an account, message and customer history in Kana, and account information in Administrative tools.

H. Continually monitor cases to identify trends and notify management of information gleaned from that activity.

I. Provide feedback to management regarding necessary changes and updates; including policies, upgrades, and customer care issues.

J. Maintain and promote a positive attitude while meeting productivity goals.

K. Continually display initiative to take on additional responsibilities toward professional growth.

L. Perform related duties as assigned.

M. Answer phone calls from Customer Service, other Operations departments, or Customer.

邮箱：fundersh@

地址：广州市天河区体育西路189号城建大厦三楼3108单元

附件

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