Complaints Analyst - Japan/Japanese-1 in Shanghai at PayPal

Date Posted: 8/7/2019

Job Snapshot

Job Description

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 286 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.

As a First Line of Defense (FLOD) Internal Control (IC) Complaints Testing Japanese Specialist, your primary responsibilities are to carry out quality reviews and risk testing for processes deemed as high risk, primarily those related to interactions with PayPal customers. The FLOD IC Complaints Testing Specialist will document findings and prepare relevant Key Performance Indicator (KPI) data in accordance with department procedures and task guidelines. The FLOD IC Complaint Testing Specialist will also escalate issues to the Complaint Program Analyst and/or management as appropriate.

Core Duties:

  • Perform risk and control assessments for PayPal Enterprise processes, including the documentation of initial Complaint Category and Trend information based on the interaction reviewed to develop Complaint Root Cause statements
  • Provide clear, concise and effective evaluation feedback to mitigate risks identified. provide coaching to teammates who work directly with PayPal Customers
  • Ensure quality testing and monitoring records are maintained in the appropriate systems of record
  • Provide input to improve policies and procedures
  • Provide regular updates to management regarding trends and changes recognized during day to day monitoring activities
  • Ensure allocated work is completed in accordance to monthly milestones
  • As needed, assist in the development of testing processes and/or infrastructure elements in support of control testing expansion plans

    Job Requirements:

  • Demonstrated attention to detail and knowledge of multiple functional business areas across the PayPal Enterprise
  • Demonstrated thorough knowledge of PayPal tools, services and products.  Knowledge of Venmo, Braintree or Swift services and products a plus
  • Must display a high level of professionalism, sound judgment, commitment, integrity, teamwork, and customer service
  • Strong 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
  • Effective verbal and written communication skills
  • Proficient in the use of a personal computer and its applications, including Windows and Windows based applications (Word, Excel, Power Point, etc.)
  • Basic Knowledge of control testing systems and software (NICE/Nexidia, PET, Admin Tools, Attack, etc.) required
  • Demonstrates high level of self-awareness and adapts style to facilitate resolution


  • 6+ years relevant work experience required
  • 2+ Years in risk and compliance testing capacity
  • Experience and knowledge of Customer Operations preferred

    Educational Requirements:

  • Diploma or equivalent required
  • Bachelor’s degree preferred



    Travel Percent:




    English Japanese

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.