Buyer Experience Ombudsman - Plano, TX

Auction.com • Plano, TX

6d • Hybrid

About The Position

The Buyer Experience Ombudsman handles complex buyer support matters at Auction.com, with a focus on suspensions, appeals, policy interpretation, and distressed real estate auction execution. The role owns suspension and appeal intake and case documentation in Salesforce, reviews requests against policy, gathers information from buyers, and prepares clear recommendations for the Decision Authority. The role does not make final suspension or appeal decisions.

The Ombudsman implements approved suspensions, handles manual reviews when accounts reach the maximum REO bid deposit tier, and serves as a subject matter expert on the Buyer Suspension Policy and Suspension and Appeal SOP. The role also handles difficult buyer escalations, serves as the primary Buyer Experience contact for Legal, Compliance, and Asset Management on contested matters, and helps protect buyer relationships through de-escalation. It trains and calibrates the Buyer Experience team, shares policy changes, recommends improvements based on trends, and keeps the Buyer Experience Supervisor informed about escalation volume, aging, and outcomes.

This position is based in Plano, Texas, and is in-office four days per week with one work-from-home day. It has no direct reports and influences the team through policy expertise, training, and calibration.

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.
• Review suspension and appeal requests against policy, gather relevant records, and contact buyers by phone first and email second when more information is needed.
• Document complete case files, including requests, supporting materials, applicable rules, recommended decisions, and recommended suspension scope.
• Escalate prepared case files to the Decision Authority with clear written recommendations; the Decision Authority makes the final decision.
• Document appeals on the same Case, including the original case file, appeal materials, and changes in circumstances, then return the case to the Decision Authority.
• Communicate suspension and appeal outcomes to internal parties and buyers using applicable notices, update Cases, and close them.
• Implement approved suspensions, directly managing account-wide and property-specific scopes and submitting Tech Tickets for seller-specific suspensions until they become self-service.
• 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 escalation of difficult buyer matters involving registration, deposits, bidding eligibility, accounts, and payments, resolving issues within authority or preparing recommendations.
• Act 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.
• Communicate policy changes to the team 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.

Benefits

• Annual performance bonus eligibility in addition to base salary.
• Comprehensive benefits package for eligible employees, including medical, dental, and vision insurance.
• Company contribution equal to 25% of eligible employee contributions to the 401(k) plan.
• Paid Time Off, including 12 paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed