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Analyst, BCSC, Complaints in Omaha, Nebraska, United States of America at PayPal

Date Posted: 11/22/2021

Job Snapshot

Job Description

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. We’re a purpose-driven company, and our beliefs are the foundation of how we conduct business every day. We’re guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Collectively, these values inspire us to work together as One Team with our customers at the center of everything we do, and to take care of ourselves, each other, and the communities in which we live and work. We challenge the status quo, ask questions, and find solutions. Join us as we enable the hopes, dreams, and ambitions of millions of people around the world.

At PayPal, we put people at the center of everything we do. As a First Line of Defense (FLOD) Business Analyst, your primary responsibilities will be to assist in telling the story of customers whom are impacted by different complaint trends. A business analyst will have access to internal tools and will need to have experience in data analytic tools and reporting results. This individual would be responsible for helping identify users who are impacted by complaint trends within the PayPal ecosystem, evaluate adjacencies for similar gaps, provide clear hand off to the artificial intelligence team for pattern identification, and provide a concise overview to the BI and remediation teams to help move the identified trend to closure. Additionally, the ideal candidate has ability to understand and analyze the processes in place for various areas of the PayPal Enterprise (accounting, procurement, treasury, tax, EDS, Product, etc.). A business analyst would be expected to heed available resources and tools, understand technical design maps as well as customer interaction points, be able to derive concise data and journey stories to replicate a specific experience either in the tool environment or data environment. A person who is successful in this role would then be able to share those results to multiple audiences with different perspectives and disciplines.

First Line of Defense Business Process Analyst

Core Duties:

  • Support the complaint automation roadmap through development and support product features
  • Support complaint program expansion for new regulators, adjacencies, and siloed nuances  
  • Establish relationships and engage with key stakeholders across the PayPal enterprise, through attendance at meetings and other communication forums.
  • Know and support company and departmental procedures; regularly review and ensure that specialists follow procedures, process flows and guidelines.
  • Champion change in department / functional area by supporting others through the phases of change, communicate positively and consistently through the change
  • Stay abreast of PayPal Enterprise initiatives and roadmaps to ensure understanding of new endeavors and complaint potential Establish relationships with internal business intelligence teams to establish communication cadences, operating rhythms, and stakeholder management.
  • Stay abreast of operational processes and the ever-changing regulatory environment.
  • As an Analyst you will become a significant resource to other departments in and around PayPal; it is important to support other Business Center Service Center Team Members as well other departments that come to you seeking guidance and support
  • As a Analyst, you will also become a contact point for various departments throughout the PayPal org. It is important to take time to build relationships and look for opportunities to best support both groups while looking to improve processes for both internal and external customers.
  • Demonstrate through leadership in complaint end to end processes, team interaction, support of goals, and execution of complaint vision.
  • Operates with minimal supervision as an experienced analyst with a robust understanding of industry and internal best practices; independently resolves a wide range of issues; Acts as deputy when department  Manager is on PTO, LOA or sabbatical.

Prerequisite Knowledge and Proficiencies:

  • Demonstrated attention to detail and knowledge of multiple functions within PayPal
  • Strong communication skills in all formats (verbal, written).  Ability to effectively communicate with teammates, peer team leaders and business unit management.
  • Self-motivated
  • Advanced analytical, cross-referencing and deductive reasoning skills.   Ability to problem-solve, review and analyze data, locate its source, effectively assess risk, identify root cause of issues and identify operational efficiencies. Ability to determine best course of action/make sound recommendations for correction of testing/monitoring findings
  • Thrives working in a fast paced environment while maintaining composure and able to make sound decisions under pressure
  • Working knowledge compliance requirements, credit and fraud methodologies or internal control/operational risk testing practices.
  • Project management abilities, including tracking, communicating and meeting deadlines.
  • Must display a high level of professionalism, sound judgment, commitment, integrity, teamwork, and customer service.
  • Proven organizational, presentation and leadership skills.
  • Ability to establish and maintain harmonious working relationships with co-workers and other business units.
  • Knowledge of internal systems and software (CSA, Norkom, NICE, Kana, Intranet, Admin Tools, Attack).
  • Proficient in the use of a personal computer and its applications, including Windows and Windows based applications (Word, Excel, Power Point, etc.).


  • 3+ years Related experience
  • 3+ years in data technologies and tools experience

Preferred Experience:

  • Experience managing a global, multi-cultural team

Educational Requirements:

  • BS/BA Degree or educational equivalent

Our world-class culture is something we’re proud of. We’re committed to creating a thriving and inclusive workplace with great benefits starting day 1 including:

  • Medical, dental and vision     
  • Help with your Medical Plan                                                  
  • Prescription Drugs
  • Health Savings Account
  • Wellness Coaching
  • Employee Assistance Program
  • Emotional Wellness 24/7 Support
  • 401K
  • Employee Stock Program
  • Financial Coaching
  • Flexible Spending Accounts
  • Retirement Planning
  • Life, Accident, Disability Insurance
  • Paid Time off
  • Sabbatical
  • Educational Assistance
  • Fertility Benefits
  • Adoption Support
  • Dependent Care FSA
  • Child & elder care resource
  • New Parent Resources


For more than 20 years, PayPal has remained at the forefront of the digital payment revolution. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, our open digital payments platform gives PayPal’s 400 million active account holders the confidence to connect and transact in new and powerful ways. 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.

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



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