Buyer Experience Ombudsman - Plano, TX

Auction•Plano, TX

6d•Hybrid

About The Position

The Buyer Experience Ombudsman owns buyer suspension and appeal intake and prepares complete case files and written recommendations for a Decision Authority. The role applies the Buyer Suspension Policy, gathers records, contacts buyers, documents the case in Salesforce, communicates decisions, and implements approved suspensions. The Ombudsman does not make the final suspension or appeal decision. The position also handles manual reviews for accounts reaching the maximum REO bid deposit tier and serves as a subject matter expert and policy contributor for suspension and appeal processes. The role is the initial escalation point for difficult buyer issues involving registration, deposits, bidding eligibility, accounts, and payments. It resolves matters within its authority and prepares recommendations when matters require a decision by others. It serves as the primary Buyer Experience contact for Legal, Compliance, and Asset Management on contested buyer matters, while seeking to de-escalate difficult interactions and protect buyer relationships where the facts allow. The Ombudsman trains and calibrates the Buyer Experience team, monitors escalation and suspension trends, recommends policy and process improvements to the Senior Director, Call Center, and works with the Sr. Buyer Experience Specialist to keep team knowledge current. The role has no direct reports and keeps the Buyer Experience Supervisor informed about escalation volume, aging, and outcomes. The position is based in the Plano, Texas office, with four days in-office and one work-from-home day per week.

Requirements

Experience in real estate, mortgage servicing, default servicing, foreclosure, REO, distressed asset sales, real estate auctions, or online marketplaces.
Understanding of FCL and REO auction markets, including buyer behavior, auction timelines, bidding processes, and common investor or purchaser questions.
Experience with account suspension, fraud, disputes, appeals, or trust and safety processes in a marketplace.
Experience acting as an ombudsman, escalations manager, or policy owner.
Familiarity with CRM and ticketing systems, knowledge base tools, call recording tools, dashboards, and support analytics.
Experience in a role with performance-based incentives tied to resolution quality and timeliness.

Responsibilities

Own suspension and appeal intake through the suspensions inbox, acknowledge requests, and manage Salesforce Cases from opening through closure.
Apply explicit suspension rules, gather required records, and contact buyers by phone first and email second when more information is needed.
Document the request, supporting materials, applicable rules, recommended decision, and recommended suspension scope in the Case.
Escalate complete case files with written recommendations to the Decision Authority, who makes the final decision.
Manage appeals on the same Case, recording the original file, appeal materials, and changes before returning the case to the Decision Authority for a final decision.
Communicate suspension and appeal outcomes to buyers and internal parties using applicable notices, update the Case, and close it.
Implement approved account-wide and property-specific suspensions, and submit Tech Tickets to Product for seller-specific suspensions until that process becomes self-service.
Conduct manual reviews when accounts reach the maximum REO bid deposit tier and recommend rehabilitation at tier or suspension.
Serve as the subject matter expert on the Buyer Suspension Policy and Suspension and Appeal SOP, and contribute to policy reviews.
Take initial escalations of difficult buyer matters involving registration, deposits, bidding eligibility, accounts, and payments; resolve matters within authority and prepare recommendations for others.
Act as the primary Buyer Experience contact for Legal, Compliance, and Asset Management on contested buyer matters.
De-escalate difficult buyer interactions and protect buyer relationships where the facts allow.
Train and calibrate the Buyer Experience team on suspension policy, appeals, and escalation handling using materials maintained by the Sr. Buyer Experience Specialist.
Review escalation and suspension trends and recommend upstream policy and process improvements to the Senior Director, Call Center.
Work with the Sr. Buyer Experience Specialist to communicate policy changes and keep the knowledge base current.
Keep the Buyer Experience Supervisor informed about escalation volume, aging, and outcomes.