Job Description

As a Customer Service Teammate IN DISPUTES AND CLAIMS your responsibilities will be. to create effortless experiences by assisting our customers in issue resolution with helpful, efficient and accurate answers to their questions. A successful teammate exhibits strong written and verbal communication skills, excels at customer interaction, delivers practical solutions, thrives in quick paced, ever changing, ambiguous and collaborative team environment.

AS A TEAMMATE YOU WILL:

• Confidently answer contacts, through multiple channels (i.e. Phone, Email, Chat), from customers our company’s products and services.
• Proactively guide and address customer questions regarding but not limited to; PayPal Products, Resolution Center, Purchase Protection, Seller Protection, Claims Management Processes, Chargebacks, Policy, Procedures and complete Issue Resolution.
• Champion the customer’s issues and work on their behalf to achieve resolution to queries real time using customer information, appropriate technology and the appropriate policies/procedures.
• Adhere to guidelines for account confidentiality and maintain the privacy and security of all PayPal customers.
• Take a dynamic approach with customers, investigate inquiries, use appropriate tools and technology to reach a complete and accurate resolution preventing customer recontacts.
• Proactively use customer information to educate, negotiate, and reposition available options.
• Recommend alternatives to achieve mutually beneficial outcomes and to deepen the customers’ understanding of our PayPal Protections Policies.
• Balance the needs of the customer and business while driving loyalty and long-term value
• Escalate customer contacts as necessary. Forward customer feedback regarding feature requests, product gaps, policy and/or process pain points.
• Own your own learning and work to develop skills through all knowledge channels about PayPal's Protections Policies and Procedures.
• Conduct occasional outbound contacts to deliver consumer and merchant education via telephone, email or chat. Ensure new consumers and merchants acknowledge general PayPal related policies and processes and facilitate them to activate transactions.
• Develop and maintain cross functional proficiency within selected departments, including buyer product information, Compliance and Risk Operations.

EDUCATION

• High School Diploma or equivalent required

EXPERIENCE

• 2+ years’ experience within a financial service industry or call center environment with direct customer contact in one of these areas is required:

  • Financial services industry
  • Fraud or Risk Experience

• Comfortable working in a high pressure, target-driven and fast paced environment

• Ability to multitask using multiple systems and tools to identify and problem solve.

• Ability to manage time effectively and to meet department attendance guidelines to include a minimum of 40 hours weekly with shifts that include various days and hours.

• Time management and adherence to schedules

• An excellent written and verbal communicator with the ability to build and maintain strong working relationships

• Proficiency with MS Office, Internet and a good knowledge of databases

SHIFTS/TRAINING

• 100% attendance is required throughout training. Training is always Monday – Friday.
• Shifts: Tuesday-Saturday 9:30 am-6:00 pm AZT or Sunday-Thursday 9:30 am-6:00 pm AZT

PAYPAL BENEFITS

Our world-class culture is something we’re proud of. We’re committed to creating a thriving and inclusive workplace with great benefits including:

• Excellent medical and dental benefits that start day one
• Competitive salary
• 401k match and employee stock purchase plan
• Generous PTO and sick time policies
• Ongoing training, tuition reimbursement and support to help you realize your full career potential
• Give back to local communities through our many fundraising and volunteer opportunities
• PayPal’s sabbatical program provides four weeks of paid time off after every five years of service
• Active social groups, onsite events, onsite gym, cafe, games and arcade rooms, relaxation zones and so much more!

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom. PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at paypalglobaltalentacquisition@paypal.com.