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Protection Services Agent in Guatemala City - Ruta 3 at PayPal

Date Posted: 9/24/2021

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.

As a Chargeback Agent, you will be responsible for working chargeback's initiated by buyers through their credit card company. This will require you to use discretionary decision-making skills in reversing funds and limiting access to accounts in order to minimize or prevent loss. It’s critical that a Chargeback Agent has a thorough understanding of Seller Protection and knowledge of the chargeback process, including card scheme regulations and/or ACH Returns. A Chargeback Agent has excellent interpersonal skills and is able to handle multiple queues & customer inquiries at once

Core Duties

  • Review PayPal accounts with limited access and determine the legitimacy of the account and account holder. Methods to accomplish this include reviewing faxed documentation including: driver’s licenses, credit card statements, bank account statements, utility bills, etc., various websites to confirm information on an account, message and customer history in Kana, and account information in Admin Tools. (40%)
  • Limiting customer accounts when appropriate. (10%)
  • Answer phone calls from Customer Service, other Operations departments, or Customer as needed (5%)
  • Place outbound phone calls to customers as needed in order to gather additional documentation when appropriate to effectively dispute a chargeback. (5%)
  • Reviewing Chargeback and/or ACH Returns received from credit card companies or financial institutions and accept or dispute the chargeback or ACH Return (40%)

Prerequisite Knowledge & Proficiencies

  • Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers
  • Strong written (email) communication utilizing proper grammar and punctuation
  • Ability to function in multiple telephone and email queues covering several product lines
  • Ability to learn and adapt to new software technologies
  • Strong working knowledge of external systems, PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, Excel).
  • Basic Knowledge of internal systems and software (Kana, Intranet, Admin Tools, Attack).

Experience

12+ months relevant experience required

Educational Requirements

High School Diploma or equivalent Required

Physical Requirements

The position requires sitting, typing and repetitive motions


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 paypalglobaltalentacquisition@paypal.com.

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