Buyer Experience Policy Ombudsman

Auction; Plano (TX); Híbrido; USD 90.000 - 120.000; Jornada completa

Descripción de la vacante

Auction is seeking a Buyer Experience Policy Specialist to manage suspension and appeal processes for distressed real estate auctions. The role requires deep inbound support experience, strong policy judgment, and the ability to document and recommend outcomes that leadership can act on without rework.

The position is in-office 4 days per week with 1 day of WFH, and involves coordinating with Legal, Compliance, and Asset Management to ensure compliant, timely resolutions across cases.

Formación

• Experience in real estate, mortgage servicing, default servicing, foreclosure, REO, distressed asset sales or online marketplaces.
• Understanding of market dynamics in FCL and REO auctions, and investor questions.
• Experience with suspension, fraud, dispute, appeals, or trust and safety processes.
• Experience as an ombudsman, escalations manager, or policy owner.
• Familiarity with CRM, ticketing, knowledge base tools, call recording, dashboards, and analytics.
• Performance-based incentives tied to resolution quality and timeliness.

Responsabilidades

• Own suspension and appeal intake through the suspensions inbox and close Salesforce Case.
• Check requests against policy rules, gather records, and contact the buyer by phone first, email second.
• Document the complete case file: request, materials, rules applied, recommendation, and suspension scope.
• Escalate to the Decision Authority with a written recommendation.
• Handle appeals: maintain original case file and update with new materials for final decision.
• Communicate outcomes internally and to the buyer; update and close the Case.
• Implement approved suspensions and coordinate with Product for seller suspensions.
• Assess escalation triggers (e.g., max REO bid deposit) and advise rehabilitation vs suspension.
• Serve as SME on Buyer Suspension Policy and SOP; contribute in reviews.
• Escalate difficult buyer situations and prepare actionable recommendations.
• Act as primary Buyer Experience contact for Legal, Compliance, and Asset Management.
• De-escalate customers while protecting relationships when possible.
• Train the Buyer Experience team on suspension policy and escalation handling.
• Analyze escalation trends and suggest upstream policy/process fixes.
• Keep leadership informed on escalation volume, aging, and outcomes.

Conocimientos

Real estate knowledge

Policy expertise

Escalation management

Communication

Training & calibration

Herramientas

CRM systems

Ticketing systems

Knowledge base tools

Call recording tools

Dashboards

Support analytics

Descripción del empleo

Auction is seeking a Buyer Experience Policy Specialist to manage suspension and appeal processes for distressed real estate auctions. The role requires deep inbound support experience, strong policy judgment, and the ability to document and recommend outcomes that leadership can act on without rework.

The position is in-office 4 days per week with 1 day of WFH, and involves coordinating with Legal, Compliance, and Asset Management to ensure compliant, timely resolutions across cases.