Overview:
**Recruiter**: Manuel Garcia
**Manager**: Karinna Hernandez, Manager I, Member Operations Transactional
**Level**: Staff IV
The Refunds & Repurchase Representative must utilize knowledge of the Herbalife Marketing Plan, Rules of Conduct, and employ analytical and research techniques to determine refund eligibility. Perform verification of the Earning Certification form, which requires direct contact with Members and their retail customers. Must have excellent customer service skills and experience and be able to handle complex and sensitive cases. This process supports and reinforces our current policies and procedures, strengthens and adds integrity to the Marketing Plan, and protects consumers, Members, and the Herbalife business by upholding the Gold Standards. The department and workload are heavily audited on a regular basis by internal and external auditors. All work must meet each country regulatory requirement.
**Detailed Responsibilities**:
1. Provide support to the following regions NAM, SAM/CAM and Brazil.
2. Must use fact-finding and analytical skills to identify and report product adverse claims, possible Ethical violations, and all details related to their request and/or complaint.
3. Responsible for creating and maintaining accurate and complete records (research, communication, etc.) across all business systems, while ensuring that all inquiries are handled within 24-48 hours, and that all cases are managed within the guidelines outlined in the procedures, meeting established quotas, service level and accuracy standards.
4. Must keep informed and stay current with Herbalife's Marketing Plan, rules, and policies including FTC requirement processes. Serve as a liaison between Members/Customers, internal departments, and Management by handling all work-related interactions in a courteous, cooperative, and professional manner.
5. Maintain an accurate and easy to find follow up and/or filing/tracking system of all inquiries/cases. R&R Representatives are expected to meet accuracy requirements to be in compliant with FTC and SOX requirements, as well as any other country specific regulations.
6. Investigate all BB/PM/RF/DX/PM/RE/DR cases, considering Member's ordering patterns and past product replacement/refund requests. Maintain focus on further educating our members to avoid future suspicious activity related to product replacement/refund requests.
7. Complete translation requests, and all special projects assigned and related to Member Operations.
Job Qualifications:
**Skills**:
- Ability to communicate effectively in verbal and written form in all 3 languages.
- Ability to communicate in a clear, concise, and courteous manner, internally and externally, at all levels and across diverse cultures.
- Ability to recognize and escalate issues as needed.
- High degree of flexibility to function under various timelines while maintaining a positive and professional attitude and adapt as the external environment and organization evolves.
- Strong logical, analytical, and problem-solving skills with the ability to accurately and precisely summarize and present key information.
- Proficient with Microsoft Office (Word, Excel, Outlook)
**Experience**:
- General experience
- Experience on: At least 2-years' experience in a service-oriented industry.
**Education**:
(Bachelor's degree, Master, Certificates, Licenses, Registrations, high school.)
- High school diploma or GED equivalent.
Preferred Qualifications:
- Bachelor's degree
- Experience with customer service, while using the language requested.
- Native or Portuguese
- Advance in English and Spanish
Supervisory Responsibilities:
Coordinador Staff IV X