Buyer Experience Ombudsman - Plano, TX

Auction.com; Plano (TX); Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401k contributions at 25% of eligible,

Paid Time Off including 12 holidays

Job summary

Auction.com is seeking a Buyer Experience specialist who will own suspension and appeal intake, interpret policy, and coordinate cases end-to-end. The role requires strong judgment, documentation, and collaboration with Compliance and Asset Management.

The position is in-office 4 days per week with 1 day remote, and offers a comprehensive benefits package along with eligibility for an annual performance bonus.

Qualifications

• Experience handling suspensions and appeals in a marketplace.
• Protocol-driven approach to policy interpretation and case documentation.
• Strong written communication to build concise case files for leadership.

Responsibilities

• Own suspension and appeal intake through the suspensions inbox, from open to close.
• Check each request against policy rules and gather necessary records.
• Document complete case files with summaries, applicable rules, and recommended suspension scope.
• Escalate case files to the Decision Authority with clear written recommendations.
• Work appeals on the same Case, updating the file with new materials and changes.
• Communicate outcomes to buyers and internal teams using applicable notices.

Skills

Inbound support

Policy interpretation

Escalation handling

Written and verbal communication

Training and calibration

Tools

Salesforce

CRM systems

Job description

At Auction.com, we’re transforming real estate. As the nation’s leading online platform for buying and selling residential bank-owned and foreclosure properties, we connect buyers, sellers, and investors with innovative technology. With over $70 billion in assets, our success is driven by a culture of innovation, collaboration, and impact. We go beyond the bid—empowering our people to thrive and shape the future of the industry

This role sits at the intersection of buyer support, policy interpretation, and distressed real estate auction execution. The ideal candidate brings deep inbound support experience, a track record of working the cases nobody else can, and the judgment and writing ability to build a case file and a recommendation that leadership can act on without rework. The seat carries no direct reports and influences the team through policy expertise, training, and calibration.

This position is in-office 4 days per week with 1 day being WFH.

• Own suspension and appeal intake through the suspensions inbox, confirm receipt to the requestor, and work the Salesforce Case as the system of record from open to close.
• Check each request against the explicit suspension rules in the policy, gather the additional records needed, and contact the buyer by phone first and email second where more information is required.
• Document the complete case file on the Case: the request, the supporting materials, a summary of which rules apply and how, the recommended decision, and the recommended suspension scope.
• Escalate the prepared case file to the Decision Authority with a clear written recommendation. This role does not render the final decision. The Decision Authority confirms or adjusts the recommendation, and does so most often as a straightforward confirmation when the case file is complete and the rules are cleanly applied.
• Work appeals on the same Case, documenting the original case file, the buyer's appeal and any new materials, and a summary of what has changed, then return it to the same Decision Authority for a final decision.
• Communicate suspension and appeal outcomes internally and to the buyer using the applicable notices, update the Case, and close it.
• Implement approved suspensions, managing account-wide and property-specific scopes directly and submitting Tech Tickets to Product for seller-specific suspensions until that becomes self-service.
• Handle the manual review triggered when an account reaches the maximum REO bid deposit tier, and recommend whether to attempt rehabilitation at tier or move to suspension.
• Serve as the recognized subject matter expert on the Buyer Suspension Policy and the Suspension and Appeal SOP, and act as a named policy contributor at each review cycle.
• Take initial escalation of the most difficult buyer situations across registration, deposits, bidding eligibility, account, and payment matters, resolving them directly where they fall inside your authority and preparing a recommendation where they do not.
• Act as the primary Buyer Experience contact for Legal, Compliance, and Asset Management on contested buyer matters.
• De-escalate the most difficult buyers, protecting the buyer relationship through the process wherever the facts allow.
• Train and calibrate the Buyer Experience team on the suspension policy, the appeal process, and escalation handling, working from the training materials maintained by the Sr. Buyer Experience Specialist.
• Read escalation and suspension trends and recommend upstream policy and process fixes to the Senior Director, Call Center.
• Absorb policy changes quickly and push them into the team, working with the Sr. Buyer Experience Specialist so the knowledge base reflects current policy.
• Keep the Buyer Experience Supervisor current on escalation volume, aging, and outcomes. The Supervisor remains accountable for overall escalation resolution across the team.

Qualifications

• 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 questions from investors or purchasers.
• Experience with account suspension, fraud, dispute, 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 working in a role with performance-based incentives tied to resolution quality and timeliness.

In addition to base salary, this position is eligible for an annual performance bonus.

Auction.com also offers a comprehensive benefits package for eligible employees, including (but not limited to):

• Medical, dental, and vision insurance.
• Auction.com contributes an amount equal to 25% of your eligible contributions in our 401k plan.
• Paid Time Off (PTO), including 12 paid holidays.

The availability and value of benefits may vary and are subject to the terms and conditions of the applicable plan documents.

The Company reserves the right to modify compensation and benefits programs at any time, consistent with applicable law.

Learn More About Our Benefits And Culture At

https://www.auction.com/lp/careers/

Auction.com is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other characteristic protected by applicable law.

To all recruitment agencies: Auction.com does not accept agency resumes unless you are part of our preferred partner network. Please do not forward resumes to our jobs alias, Auction.com employees or any other company location. Auction.com is not responsible for any fees related to unsolicited resumes.

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