Global Protections

7 days ago

Bengaluru, India PayPal Full time

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.

Job Description Summary: A Global Risk Review agent will be a multi discipline skilled teammate and customer advocate in charge of providing world class customer support and guidance to both our internal and external customers supporting various workflows, complex queues and specialized workflows which will include, but not limited to - Protection Services INR/SNAD, Billing Error Disputes, Risk Appeals, Issuing Disputes, QRC, VENMO, Credit Disputes among others. An agent will always strive to deliver the highest quality of work and aim to protecting our company against financial loss resulting from inaccurate adjudications or oversight. This role will involve being highly flexible and agile to switch between different workflows and queues as required depending on customer impact, service level constraints and tactical interventions required to carry our daily operations efficiently. They will complete this by looking at a variety of tools, resources such SOP/SOL, customer documents and account activity to make a strong decision on behalf of our company. A Agent will also be required to complete quality assessments and customer escalations. They may be also called upon to support ad hoc business requirements like providing training/mentoring support, UAT testing, remediation activities being undertaken etc. An individual at this role is also expected to keep upgrading their processing, policy skills and take appropriate measures and efforts to keep abreast with business and product knowledge which impacts the quality of their case decisions to ensure the responsibilities are dispensed with adequately.

**Job Description**:
**Responsibilities**:

- Complete account reviews on global workflows of risk claims and appeals
- Handling customer and internal escalations providing best in class support and decision making
- Educate customers through appropriate communication channels whilst being clear and concise on risk requirements
- Lead team learning sessions and trainings
- Assist in other assigned projects such as various analysis, reporting and governance, product testing and any other ad hoc requirements as needed
- Always maintain professionalism in your interactions with PayPal personnel and customers
- Ensure customers are compliant with PayPal Policy as defined in PayPal’s Terms of Use

**Job Requirements**:

- Min tenure of 24+ months in Paypal
- No active performance correction plan
- Demonstrate attention to detail and knowledge of global workflows within Risk with a sense of urgency and follow-through
- Must display a high level of professionalism, sound judgment, critical thinking, commitment, integrity, teamwork, and customer service
- Ability to make discretionary decisions based on research. A certain degree of creativity and latitude is required
- Strong verbal and written communication skills
- Ability to learn and adapt to change
- Ability to learn and adapt to new software technologies

**Competencies**:

- Customer Focus
- Drive for Results
- Application of Product Knowledge
- Functional & Technical Skills
- Conveying Advocacy
- Forward Thinking
- Data Analysis/Decision Making
- Effective Communication

The above statements are intended to describe the general nature of work being performed within the role. They are not intended to be construed as an exhaustive list of all the responsibilities, duties, and skills required, nor be the entire list of behaviors or expectations for which one may be measured upon within the performance review process. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor. Additionally, Individuals need to be able to work any shift within a 24-hour period Monday through Sunday.

Our Benefits:
At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

Who We Are:
As part of PayPal’s commitment to employees’ health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.

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