Risk Management Analyst eHarmony
THIS JOB HAS EXPIRED
Risk Management Analyst
Customer Care | Santa Monica, CA
eHarmony is a growing, global technology company built on the belief that marrying computer science and relationship psychology can change the way people find their most significant relationships. Do you want to bring happiness to people's lives while working with amazingly talented colleagues?
We're looking for innovators and problem solvers who are passionate about taking on the biggest of challenges. We were the first to introduce matchmaking into the online dating space, and we do it better than anyone else. We're the Netflix where your movies have to like you back; we're the LinkedIn where you love your connections; and we're the place long-lasting, meaningful relationships are built online. How much of an impact do we have? Nearly 5% of all marriages in the U.S. are created by eHarmony. That's 271 marriages per day.*
eHarmony is pre-IPO, well-funded and profitable. In 2011 were named #23 on the list of Business Insiders' 100 World's Most Valuable Start-Ups. We have more than 33 million registered users spanning across 150 countries and have launched country-specific services in the United Kingdom, Australia, Brazil and Japan and through our affiliation with eDarling, have a presence in 11 countries throughout continental Europe. Our competitive compensation package includes a base salary, discretionary bonus, stock options, free drinks and snacks, ping pong, video games and an on-site chair masseuse. Our 65,000 square foot headquarters is located in Santa Monica, CA, just blocks from the Pacific Ocean.
JOB SUMMARY
The Trust & Safety team supports eHarmony's reputation by preventing and resolving issues that pose risk to the company and its customers or that negatively impact the customer experience. Department functions include developing and deploying passive and active preventive measures, incident investigation and analysis, enforcement of eHarmony's terms and conditions, and working with other business units to recommend process and policy changes that improve the customer experience.
The Trust & Safety Analyst (specialty in budget, invoicing, and workforce management) will:
- Perform in-depth research, investigation, and analysis of Trust & Safety and Customer Care policies, procedures, and programs as directed by department leadership and complete presentations showing findings clearly and concisely
- Assist Trust & Safety specialists in completing their work
- Manage invoicing, budgeting, and related reporting for both the Trust & Safety and Customer Care teams
- Provide analysis supporting scheduling and workforce management for both the Trust & Safety and Customer Care teams
- Exercise sound judgment and initiative related to case work, analysis and investigations
ESSENTIAL FUNCTIONS
Perform in-depth research, investigation, and analysis of Trust & Safety and Customer Care policies, procedures, and programs as directed by department leadership and complete presentations showing findings clearly and concisely
- Complete assigned recurring analyses and reports on time and in a way that meets accuracy standards set by department leaders
- Proactively propose new analyses and reports to address self-identified needs
- Create presentations of analytical results suitable for intended audiences (department leaders, leaders of other departments, outside entities)
- Recommend opportunities to improve the customer experience, efficiency and/or quality of work performed
- Document research, case findings and investigation outcomes via dossiers, ad-hoc reports and appropriate system notes
- Create process flows and procedures as needed to document existing and planned work processes
- Perform detailed analysis related to business issues faced and prepare and deliver presentations for staff related to findings
- Perform User Acceptance Testing related to project and new system implementations
- Review, investigate and communicate with customers on variety of incidents related to escalated customer complaints, risk/fraud cases, criminal behavior, legal threats and payment disputes
- Research customer account and behavior trends and determine root cause and appropriate resolution of issues leading to customer issues
- Complete incident case work independently, following department and company guidelines and policies and by exercising sound judgment
- Provide coaching/training for new employees and assist with questions/concerns from team regarding incident work
- Perform quality assurance audits of Specialist and Processor cases worked
- Assist with supervising department workflow and maintain appropriate reporting and tracking of production related data
- Complete assigned budget-related tasks accurately, completely, and on time, including, but not limited to:
o Weekly rollups for department leaders
o Requested reports, invoices, etc. for accounting and finance teams
- As requested, prepare presentations on finance and budget-related issues for department leaders
- Complete assigned schedule and workforce management-related tasks accurately, completely and on time, including, but not limited to:
o Shift bid documentation for Customer Care, including shifts that best fit projected staffing needs based on available heads (quarterly)
- As requested, prepare presentations on workforce and scheduling issues for department leaders
- Demonstrate mastery of assigned responsibilities
- Show initiative and a sense of ownership, going above and beyond specific direction to support accomplishment of department and company goals
- Volunteer expertise to support department and company projects outside of the scope of job duties, as feasible
- Critical thinking and judgment
- Investigative and research skills; experience with large databases and research tools like Lexis-Nexis preferred
- Keen analytical and problem-solving skills
- Ability to multi-task and work in a fast-paced professional environment
- Strong organization and time management skills
- Above-average written and verbal communication skills.
- Ability to handle sensitive customer issues with high degree of professionalism and understanding.
- Bachelor's Degree or minimum three years directly-applicable work experience
- Directly-applicable work experience, including handling of escalated customer issues/complaints; performing analysis/data studies; direct involvement in process improvement initiatives
- Superior interpersonal skills.
- An unwavering commitment to the expectations and requirements of eHarmony's subscriber base.
- Unquestioned integrity and ethics.
- Proficiency and extensive experience with customer care and risk management-related software (in-house customer account management systems, CRM tools [RightNow preferred], etc.)
- Proficient in Microsoft Office â€" Excel, Word, PowerPoint, Visio
- Proficiency with 10-key keypad.
- Typing skills (min 45 wpm)
- Superior analytical and interpersonal skills.
- An unwavering commitment to the expectations and requirements of eHarmony's subscriber base.
- Unquestioned integrity and ethics.
- Ability to handle sensitive information with appropriate confidentiality and professionalism.
| Location: | Customer Care, CA United States |
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THIS JOB HAS EXPIRED
eHarmony
Investors: Sequoia Capital, Technology Crossover VenturesAll Jobs: at eHarmony
| Web Site: | www.eharmony.com |
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| Headquarters: | 300 North Lake Avenue Suite 1111 Pasadena, CA 91101 United States |
| Industry: | IT Services |
