Customer Solutions Teammate - Chandler
PayPal Inc.

Who we are

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal's 392 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom, enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

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Job Description Summary:
Do you enjoy solving problems and helping people? Want to join a company that will give you industry leading training, cutting edge technology and access to worldwide, world-class customers?

Join PayPal's Global Customer Operations team and work in an environment that is casual, team-oriented, community focused and believes in the importance of work life balance!

Job Description:
*positionis temporarily remote*As a Customer Service Teammate 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:
  • Technical or Product Support
  • Financial services industry
  • Fraud or Risk Experience
  • Retail or Hospitality
  • Sales experience (commission based, quota based, up-selling, cross selling)

• 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

• Shifts can vary weekdays/weekends between the hours of 6am-8pm. Expect non-traditional shifts.
• Training is Monday-Friday for 14 weeks
• 100% attendance is required throughout training.

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!

Subsidiary:
PayPal

Travel Percent:
0

Primary Location:
Chandler, Arizona, United States of America

Additional Locations:

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.

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