Resolution Specialist, Contact Center - Risk

Walmart • Bentonville, AR

4d • Onsite

About The Position

Seller Risk and Compliance focuses on understanding all aspects of a seller's account and their interactions with Walmart systems. The findings of the review determine how to help the seller succeed or provide the right restrictive policy guidance so that the seller does not impact customer experience or cause losses to the business. The agent serves as a key part of the leadership group as they are supporting the team in various ways.

Requirements

• Requires 1-5 years' experience in Seller Risk, Customer Risk, Fraud, and Trust & Safety or any other fraud detection functions.
• Ability to maneuver, operate, and execute in an ambiguous and ever-changing environment.
• Proficient with technology, Excel, CRM tools, and case management systems while possessing the ability to navigate these systems fluently.
• Strong written and verbal communication skills.
• Strong attention to detail.
• Strong problem solving and investigational skills.
• Ability to work in a fast-paced environment; self-motivated, independent, and able to complete tasks with minimal oversight.
• Must be open to coaching and constructive feedback on business practices and manager evaluations.
• Experience working in eCommerce.
• Requires knowledge of principles and techniques of customer communication
• Application and allocation of business communication styles techniques
• Communication styles norms through different interaction channels
• To be able to listen to customers understands processes and prioritizes customer needs then provides solutions
• Adapts listening and facilitation styles to customer communication styles
• Owns customer and associate needs in the contact center
• Uses various communication mediums
• Analyzes customer issues to understand customer perspectives and communicates accordingly
• Confirms customer understanding by restating customer concerns or problem statements.
• Requires knowledge of day to day activities performed in customer care service operations
• Ticketing systems and other tools used to handle customer requests
• Escalation matrices
• Customer request process life cycles
• To be able to manage contact center operations and supports new initiatives
• Interprets standard reports for example call trends assignment and tracking reports key performance metrics analyzes and interprets overall service levels performance reports and metrics and makes adjustments as needed
• Oversees the effective implementation of daily staffing plans
• Oversees contact center operations during lean staffing periods for example weekends and manages resources related to overtime requirements
• Escalates systemic issues using available tools for example Gemba Leadership JIRA.
• Requires knowledge of problem solving methodologies and tools
• Precedence and use cases for business problems
• Barriers to effective problem solving for example confirmation bias mental set functional fixedness groupthink paradigm blindness
• To be able to carry out the responsibilities with minimal guidance uses factfinding techniques and diagnostic tools to identify and break down business problems related to contact center operations
• Suggests alternative approaches solutions for contact center issues based on internal and external benchmarking
• Communicates horizontally and vertically within the contact center to investigate and solve contact center issues
• Anticipates roadblocks and generates creative workarounds.
• Requires knowledge of customer service practices
• Standard operating procedures and defined processes
• Standard reporting tools and techniques
• Performance metrics
• Industry trends
• Process improvement techniques
• To be able to carry out the responsibilities with guidance implements process improvement plans by driving the improvement of existing contact center processes and escalating existing issues
• Supports the identification of opportunities and recommends improvements based on customer feedback and trend analysis
• With guidance reviews key metrics to support root cause identification and create solutions.
• Requires knowledge of features of products and services offered by Walmart
• Utility of the products offered to customers
• Product and service substitutes
• To be able to describe how Walmart products and services fit within the organization
• Identifies how customers use the products and services offered by Walmart
• Identifies Walmart’s flagship products and services
• Describes the major functions features and capabilities of products and services
• Informs customers of promotions offers and discounts.
• Requires knowledge of data collection modes techniques and tools
• Data analytics and visualization tools and techniques
• Existing and upcoming digital applications and other systems used in the contact center
• Technology innovation trends and industry benchmarks
• Data governance as it relates to data quality metadata and data lineage
• Data science techniques and applications in the contact center environment
• To be able to gather and interprets data information and content in a digital environment
• Reviews data across contact center systems to ensure completeness and performs data quality checks
• Analyzes and create reports using existing models templates and leverages technology to execute transactional activities for the contact center
• Applies visualization techniques and tools for effective representation of data to stakeholders
• Seeks appropriate technology for automation purposes
• Identifies opportunities for improving the contact centers data driven decision making.
• 6 months’ experience in retail, contact center operations, or a related area.
• 1 years' experience with basic computer processing/data entry software

Nice To Haves

• In retail, contact center operations, or a related area

Responsibilities

• Conduct detailed review and analysis within varied Walmart tools to build up a story of why a seller may or may not be taking advantage of Walmart policies or terms of service.
• Considerations for different payments, return and collusion or listing abuse risks are all evaluated in the review.
• Able to make sound judgements based on information found and knowledge of existing fraud trends and patterns, to accurately make decisions on seller risk cases.
• Resolves customer and seller issues through multiple channels and systems to support Walmart.com and the eCommerce side of the business.
• Working escalated cases by providing subject matter expertise.
• Advising sellers on corrective actions that need to be taken.
• Researching issues and customer history to provide appropriate resolution.
• Recognizing fraud trends, issues, and contact types.
• Communicating or escalating issues to management, stakeholders, training and quality team, or appropriate teams.
• Identifies and communicates trends from seller risk by collecting the required data.
• Analyzing the data, ensuring data accuracy, and comparing with the current and best practices for all Seller Risk reviews.
• Develops, communicates, and implements processes and practices to meet business needs by collaborating with managers, co-workers, and other business partners.
• Analyzing and applying information from multiple sources and systems.
• Monitoring progress, results, and identifying and addressing personal improvement opportunities.
• Leads and supports the team by using and sharing resources, information, and tools.
• Determining seller needs and business priorities, coordinating and executing work assignments, providing a constant feedback loop to ensure SLA, deadlines, and work quality are achieved.
• Providing learning opportunities to agents as they are identified.
• Compiling KPI metrics into a centralized location and providing the metrics each week to the team.
• Demonstrates UpToDate expertise and applies this to the development execution and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices supporting and aligning efforts to meet customer and business needs and building commitment for perspectives and rationales.
• Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders identifying business needs, determining and carrying out necessary processes and practices monitoring progress and results recognizing and capitalizing on improvement opportunities and adapting to competing demands organizational changes and new responsibilities.
• Models’ compliance with company policies and procedures and supports company mission values and standards of ethics and integrity by incorporating these into the development and implementation of business plans using the Open Door Policy and demonstrating and assisting others with how to apply these in executing business processes and practices.
• Demonstrates engagement and commitment to the team developing others through feedback coaching mentoring and developmental opportunities and recognizes other contributions and accomplishments
• Builds strong and trusting relationships with team members and business partners works collaboratively to achieve objectives communicates with impact and listens attentively to a range of audiences and demonstrates energy and positivity for own work
• Maintains and promotes the highest standards of integrity ethics and compliance models the Walmart values and leads by example to foster our culture supports Walmart's goal of becoming a regenerative company by making a positive impact for associates customers and the world around us eg creating a sense of belonging eliminating waste participating in local giving
• Follows the law our code of conduct and company policies and encourages others to do the same supports an environment where associates feel comfortable sharing concerns reinforces our culture of nonretaliation listens to concerns raised by associates and takes action acts with accountability for achieving results in a way that is consistent with our values
• Is consistently humble self-aware honest and transparent
• Delivers results while putting the customer member first and applying an omni merchant mindset and acts with an Every Day Low-cost mindset to drive value and Every Day Low Prices for customers members
• Adopts a broad perspective that considers data analytics customer member insights and different parts of the business when making plans
• Consistently raises the bar and seeks to improve demonstrates curiosity and a growth mindset seeks feedback asks thoughtful questions supports innovation and intelligent risktaking and exhibits resilience in the face of setbacks
• Implements and supports continuous improvements and willingly embraces new digital tools and ways of working

Benefits

• Health benefits include medical, vision and dental coverage.
• Financial benefits include 401(k), stock purchase and company-paid life insurance.
• Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting.
• Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.
• You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes.
• Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities.
• Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates.
• Tuition, books, and fees are completely paid for by Walmart.

What This Job Offers

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