Customer Solutions Teammate (Payments)
PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy.
We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.
We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards. Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade.
Our beliefs are the foundation for how we conduct business every day. We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.
Job Description Summary:
As a Customer Services teammate within Account Protection & Financial Services, your primary responsibilities will be assisting our customers and helping to resolve their inquiries. By using the latest in modern communication and technology tools, you will be able to provide our customers with accurate answers to their questions in both a quick and helpful manner. As a frontline teammate, you will be the primary point of contact for our customers – it is critical that you help provide them with a predictable, compassionate, and timely resolution to their questions and inquiries while maintaining a positive and friendly attitude.
Job Description:
As a Payments & Disputes Specialist - you will be responsible for providing an effortless experience for our customers by providing helpful solutions to complex issues. The role of Payments & Disputes supports customers with filing claims on items not received or not as described. As well as transaction and payment issues. Using your natural curiosity and investigation skills you will be equipped with the latest technology and empowered with the tools and training to uncover roadblocks and deliver practical solutions while deepening customer relationships through every interaction
Capabilities and Skills:
- Empathy and Customer focus
- Communicate with clarity
- Genuinely care about helping customers to resolve their cases
- Actively listen and ask questions in a positive and professional manner to find the quickest resolution
- Work independently while making sound business decisions for customers
- Proactively recommend and educate the customer about features and benefits of PayPal products to improve their satisfaction and deepen their relationship with PayPal
- Adaptability
- Comfortable working with tools and technology such as Microsoft Office, Google Chrome, etc
- Ability to multi-tasking – multiple systems, screens, active listening
- Ethics, Values, and Integrity
- Lead with respect, honesty, and accountability
- Adhere to internal processes to maintain confidentiality and security on accounts and work within Internal Guidelines
- Staying compliant with systems and processes along with maintaining data integrity
- Time Management
- Adhere to schedule and metrics, such as average handle time
- Using the right tool to complete tasks
- Follow through from start to end when helping a customer in the most efficient way possible
- Team Player
- Actively contributes to the team to ensure success
- Share knowledge with team on best practices
- Show respect to each other and customers
- Dependability and Reliability
- Follow through on commitments and consistently meet deadlines
- Always follow up with a sense of urgency and drive results
- 2 year of customer service experience required
- Excellent verbal and written communication skills
- Good problem solving and analytical skills
- Comfortable working in a high pressure, fast paced environment with competing priorities – able to shift focus based on organizational needs
- A technical mindset
- Ability to work to a clear set of targets and KPI’s
- High School Diploma or equivalent required
- Must have a high-speed internet connection with a minimum of 100 Mbps download and 50 Mbps upload, for a single user, from a reliable internet provider.
- Equipment should be directly connected to a router/modem for best quality versus a wireless connection.
- All PayPal hardware you receive needs to be connected to a surge protector.
- Must have dedicated working space free of distraction and background noise.
Physical Requirements: This position requires sitting, typing and repetitive motions
For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.
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:
Commitment to Diversity and Inclusion
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
Belonging at PayPal:
Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.
Any general requests for consideration of your skills, please Join our Talent Community.
We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.
