Member Safety & Recovery Consultant

At LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role offers a hybrid work option, meaning you can both work from home and commute to a LinkedIn office, depending on what’s best for you and when it is important for your team to be together.

LinkedIn’s Member Safety & Recovery team is responsible for preserving our member and customer trust through exceptional service. As a Member Safety and Recovery Consultant you will ensure the security of member accounts, enabling the pursuit of economic opportunity. Tap into your investigative passion as you receive, identify, and resolve fraud and trust related issues while upholding our Terms and Service Agreement.

You will leverage critical thinking to deter fraudulent activity, compassion to restore affinity for our platform, and effective communication to educate on how to best leverage LinkedIn in alignment with our User Agreement. The need to balance thoroughness with efficiency in our high-volume queue environment brings excitement to this role! As a Member Safety & Recovery Consultant you will showcase your written communication skills through member interactions and process alignment.

At Linkedin we look for the most passionate and dedicated professionals to directly impact our mission of creating economic opportunity for every member of the global workforce. This role will allow you to continuously learn, collaborate as a global team, demonstrate commitment and accountability, while driving organizational change.

Ready to make an impact and drive your career? Join us today!

Responsibilities:

• Research and resolve customer queries to trust related, privacy, and security incidents in line with LinkedIn’s Privacy Policy and User Agreement.
• Communicate effectively through multiple channels to restore loyalty with members & employees.
• Demonstrate accountability through consistently performing at or above key performance indicators and quality benchmarks.
• Exhibit strong critical thinking skills to solve complex issues, make difficult decisions, and implement appropriate solutions.
• Manage time effectively to support the demands of our queues, provide rapid support, own career development, and invest in team culture.
• Recognize problems effectively and limit damage to trust by performing relevant research, analyzing data, and using appropriate tools, resources, and subject matter experts.
• Establish effective cross-functional working relationships across multiple business units and organizational levels to best assist our members & clients.
• Maintain a mindset focused on diversity, inclusion and belonging.
• Drive efficiency gains by identifying, communicating, and taking actions on gaps in existing workflows.
• Actively participate in group initiatives aimed at identifying current and future site-related risks and providing recommendations to drive our business forward.
• Attend and eagerly apply learning’s from ongoing industry and/or professional development training.
• Ability to work extended or non-traditional hours aligned to business needs to support emergency situations may be required.

Requirements

Basic Qualifications:

• 2+ years of experience in one or more of the following areas: customer support, complaint resolution, or account management supporting a product/solution utilizing multiple communication channels (email, phone, and chat)
• Fluent in both verbal and written Japanese and English language to manage inquiries from Japanese speaking customers

Preferred Qualifications:

• Bachelor’s Degree or equivalent work experience
• Results orientated with experience in a metrics-driven support center environment
• 2+ years of experience in compliance, privacy, risk management, transaction fraud, fraud operations, charge back processing or legal support OR 1+ years of internal LinkedIn Customer Support experience OR 6+ months experience working on the internal Member Safety and Recovery team
• Communication experience in both phone and email support with a demonstrated ability to provide extraordinary customer service, using common sense, problem-solving, and analytical skills, with high levels of integrity and confidentiality
• Experience reviewing and analyzing cases assessing potential risk
• Strong attention to detail; time management skills and the ability to problem-solve and execute resolutions of complex problems and escalated client inquiries
• Proficient in Microsoft Office products including Excel, Word, Outlook, OneNote, Forms and PowerPoint
• Strong working knowledge of PC based Internet and software applications
• Team player with demonstrated ability to execute across a cross-functional team and who enjoys working with others, sharing successes, and thriving in a dynamic environment where change is the only constant
• Mandarin language skills are a plus.

Suggested Skills:

• Customer Support Management
• Communication
• Problem-solving
• Time Management