Buyer Experience Ombudsman - Irvine, CA

Auction.com•Irvine, CA

2d•$90,200 - $112,700

About The Position

The Buyer Experience Ombudsman handles complex buyer support matters involving policy interpretation and distressed real estate auction execution. The role owns suspension and appeal cases from intake through closure, prepares complete case files and written recommendations for a Decision Authority, and implements approved suspensions. The role does not make final suspension decisions and has no direct reports; it influences the Buyer Experience team through policy expertise, training, and calibration. The Ombudsman serves as the subject matter expert on the Buyer Suspension Policy and Suspension and Appeal SOP, handles difficult buyer escalations, and acts as the primary Buyer Experience contact for Legal, Compliance, and Asset Management on contested buyer matters. The position also analyzes trends, recommends policy and process improvements, supports current knowledge-base materials, and keeps the Buyer Experience Supervisor informed about escalation volume, aging, and outcomes.

Responsibilities

Own suspension and appeal intake through the suspensions inbox, confirm receipt, and manage the Salesforce Case from opening through closure.
Evaluate requests against suspension policy, gather needed records, and contact buyers by phone first and email second when additional information is required.
Document each case, including the request, supporting materials, applicable rules, recommended decision, and recommended suspension scope.
Escalate prepared case files with written recommendations to the Decision Authority; the role does not make final decisions.
Document appeals on the same Case, including the original case, appeal materials, and changes, then return the file to the same Decision Authority for a final decision.
Communicate suspension and appeal outcomes to buyers and internally using applicable notices, update Cases, and close them.
Implement approved suspensions, managing account-wide and property-specific scopes and submitting Tech Tickets for seller-specific suspensions.
Review accounts that reach the maximum REO bid deposit tier and recommend rehabilitation at tier or suspension.
Serve as the subject matter expert and a named policy contributor for reviews of the Buyer Suspension Policy and Suspension and Appeal SOP.
Take initial escalations involving registration, deposits, bidding eligibility, accounts, and payments; resolve matters within authority and prepare recommendations for matters outside it.
Serve as the primary Buyer Experience contact for Legal, Compliance, and Asset Management on contested buyer matters.
De-escalate difficult buyer situations 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.
Analyze escalation and suspension trends and recommend policy and process improvements to the Senior Director, Call Center.
Apply policy changes promptly and work with the Sr. Buyer Experience Specialist to keep the knowledge base current.
Keep the Buyer Experience Supervisor informed about escalation volume, aging, and outcomes.