Member Safety & Recovery Consultant (Bilingual) - English/Spanish

Company: LinkedIn
Location: Omaha
Posted on: June 24, 2022

Job Description:

Company Description

LinkedIn is the world's largest professional network, built to help members of all backgrounds and experiences achieve more in their careers. Our vision is to create economic opportunity for every member of the global workforce. Every day our members use our products to make connections, discover opportunities, build skills and gain insights. We believe amazing things happen when we work together in an environment where everyone feels a true sense of belonging, and that what matters most in a candidate is having the skills needed to succeed. It inspires us to invest in our talent and support career growth. Join us to challenge yourself with work that matters.

Job Description

We are looking for a world class LinkedIn Consultant to join our team! As a Member Safety and Recovery Consultant you will focus on delivering an excellent experience for our members by ensuring the protection of their data and education on how to best leverage LinkedIn in alignment with our User Agreement. You will be responsible for receiving, investigating, and resolving customer inquiries, identifying and deterring fraudulent activity, and addressing Terms of Service violations. You will manage proactive/reactive inquiries efficiently in order to quickly recover trust with members, customers and employees. Ultimately removing friction and enabling our members to continue pursuing economic opportunities.

The need to balance thoroughness with efficiency for our members is a huge part of the excitement of this role. At LinkedIn we look for the most passionate and dedicated professionals to carry out our mission. This role requires you to collaborate as a team to restore trust, take extreme ownership in your work and our members' inquiries, and provide world class customer service.

At LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role offers a hybrid work option, meaning you can both work from home and commute to a LinkedIn office, depending on what's best for you and when it is important for your team to be together.

Shift: Monday-Friday 11AM-7PM

Core Responsibilities:

• Primary responsibility for research and resolution of internal and external customer queries to trust, privacy and security incidents in line with LinkedIn's Privacy Policy and User Agreement.
• Restore loyalty with members & employees through multi-channel communications.
• Effectively recognize problems and limit damage to trust by performing relevant research, analyzing data, and using appropriate tools, resources, and subject matter experts.
• Establish effective cross-functional working relationships across multiple business units and organizational levels to best assist our members & clients.
• Maintain a mindset focused on diversity, inclusion and belonging.
• Drive efficiency gains by identifying, communicating and taking actions on gaps in existing workflows.
• Actively participate in cross-functional, global initiatives by identifying potential current or future site-related risks and providing recommendations to drive our business forward.
• Consistent and appropriate sense of urgency combined with proper discretion in resolving issues.
• Attend and eagerly apply learning's from ongoing industry and/or professional development training.
• Ability to work extended or non-traditional hours aligned to business needs to support emergency situations may be required.
• This position have weekend shifts available.
  
  Qualifications
  
  Basic Qualifications:
  
  • 2+ years of experience in one or more of the following areas: customer support, complaint resolution, or account management supporting a product/solution
  • 2+ years of experience in utilizing multiple communication channels (email, phone and chat) in a metrics based environment
  • Fluency in English and Spanish
    
    Preferred Qualifications:
    
    • Bachelor's Degree or equivalent work experience
    • 2+ years of experience in one or more of the following areas or combination thereof: risk, compliance, privacy or legal support
    • Experience working in a fast paced team environment in a target based setting
    • Experience in multiple communication channel queue environments both phone and email support
    • Excellent verbal and written communication skills
    • Ability to provide extraordinary customer service with high levels of integrity and confidentiality using common sense, problem-solving, and analytical skills
    • Strong attention to detail, effective time management skills, ability to diagnose issues and execute resolutions of complex problems and escalated client inquiries
    • Direct work experience navigating difficult conversations, delivering complex messages that address company needs for additional information or modified actions by the customer
    • Experience analyzing and assessing potential risk
    • Experience analyzing data, trends, and client information to identify product or service enhancement opportunities
    • Experience using Microsoft Office products including: Excel, Word, Outlook, and PowerPoint
    • Strong working knowledge of PC based Internet and software applications
    • Adept at cross-functional team partnerships and collaboration with the ability to interact with all levels of the organization
    • Ability to multitask using different media programs
      
      Additional Information
      
      Equal Opportunity Statement
      
      LinkedIn is committed to diversity in its workforce and is proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. LinkedIn is an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: https://lnkd.in/equalemploymentopportunity2017. Please reference the following information for more information: https://legal.linkedin.com/content/dam/legal/LinkedIn_EEO_Statement_2020.pdf. Please reference the following information for more information: https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf and https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf for more information.
      
      LinkedIn is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.
      
      If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at accommodations@linkedin.com and describe the specific accommodation requested for a disability-related limitation.
      
      Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process. Examples of reasonable accommodations include but are not limited to:
      
      • Documents in alternate formats or read aloud to you
      • Having interviews in an accessible location
      • Being accompanied by a service dog
      • Having a sign language interpreter present for the interview
        
        A request for an accommodation will be responded to within three business days. However, non-disability related requests, such as following up on an application, will not receive a response.
        
        LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.
        
        San Francisco Fair Chance Ordinance
        
        Pursuant to the San Francisco Fair Chance Ordinance, LinkedIn will consider for employment qualified applicants with arrest and conviction records.
        
        Pay Transparency Policy Statement
        
        As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.
        
        Global Data Privacy Notice for Job Candidates
        
        Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.
        

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