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Member Safety & Recovery Consultant

Report

Company	LinkedIn
Address	Detroit, MI, United States
Employment type	FULL_TIME
Salary
Category	Technology, Information and Internet
Expires	2023-09-03
Posted at	9 months ago

Job Description

Company Description

LinkedIn is the world’s largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. We’re also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture that’s built on trust, care, inclusion, and fun – where everyone can succeed.

Join us to transform the way the world works.

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:

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

Qualifications

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)
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

Preferred Qualifications:

Working knowledge of PC based Internet and software applications
Bachelor’s Degree or equivalent work experience
Experience with Microsoft Office products including Excel, Word, Outlook, OneNote, Forms and PowerPoint
Experience reviewing and analyzing cases assessing potential risk
Experience in a metrics-driven support center environment
Attention to detail; time management skills and the ability to problem-solve and execute resolutions of complex problems and escalated client inquiries
Communication experience in both phone and email support with a demonstrated ability to provide customer service, using common sense, problem-solving, and analytical skills, with integrity and confidentiality
Demonstrated ability to execute across a cross-functional team

Suggested Skills:

Communication
Risk Assessment
Problem Solving

LinkedIn is committed to fair and equitable compensation practices.

The pay range for this role is $56,000- $80,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor.

The total compensation package for this position may also include an annual performance bonus, stock, benefits, and/or other applicable incentive compensation plans. For more information, visit https://careers.linkedin.com/benefits

Additional Information

Equal Opportunity Statement

LinkedIn is committed to diversity in its workforce and is proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. LinkedIn is an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: https://lnkd.in/equalemploymentopportunity2017. Please reference the following information for more information: https://legal.linkedin.com/content/dam/legal/LinkedIn_EEO_Statement_2020.pdf. Please reference the following information for more information: https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf and https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf for more information.

LinkedIn is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at [email protected] and describe the specific accommodation requested for a disability-related limitation.

Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process. Examples of reasonable accommodations include but are not limited to:

Documents in alternate formats or read aloud to you
Having interviews in an accessible location
Having a sign language interpreter present for the interview
Being accompanied by a service dog

A request for an accommodation will be responded to within three business days. However, non-disability related requests, such as following up on an application, will not receive a response.

LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.

San Francisco Fair Chance Ordinance

Pursuant to the San Francisco Fair Chance Ordinance, LinkedIn will consider for employment qualified applicants with arrest and conviction records.

Pay Transparency Policy Statement

As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.

Global Data Privacy Notice for Job Candidates

Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.