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Consumer Risk Specialist in Guatemala City at PayPal

Date Posted: 12/20/2020

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 305 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.

Be a customer advocate whose objective will be to deliver the most positive customer experience possible while protecting our company against financial loss. They will always strive to deliver the highest quality of work. The Consumer Risk Services Specialist will be responsible for working a variety of different cases across three disciplines: fraud, appeals and spoof claims. The Specialist will complete investigations to determine if recent account activity is of a fraudulent or risky nature. They will complete these by looking at various risk indicators, account activity (financial/historical), customer documentation, external sources and making outbound calls to our customers where the opportunity arises. The objective is to verify the authenticity of the account and/or the veracity of the customer by delivering a better understanding of our processes to our customers. Through educating our customers and being part of improving our policies, they will be a crucial part of creating great end-to-end experience for PayPal consumers.

Scope of Responsibility:

  • Timely execution of multiple complex execution-oriented deliverables and escalations.
  • Analyze account activity and make an informed decision whether to allow the activity or prevent it.
  • Contact account holders to educate and mitigate losses.
  • Support functional-area business reviews and proactively identify process/policy/KPI improvement opportunities. 
  • Meet minimum performance targets in queues as assigned.

Functional Skills:

  • Basic skills in core CRS Ops tools & systems including PDA, Argus, Compass, Admin & Attack.
  • Effective time management skills to be able to work in a blended environment (cases, calls, e-mails).
  • Effective written and verbal communication skills to create amazing customer experiences.
  • Basic abilities in analyzing data to make discretionary decisions based on research.
  • Basic change management skills to learn and adapt to new tools, processes, policies, and procedures.
  • Strong working knowledge of PC based internet and software applications.

Business Acumen:

  • Competent in all review processes and tasks, workflows, policies and SOP’s. 
  • Understanding of Consumer Risk Investigations working partners and how they interact.
  • Understanding of Key Performance Indicators applicable to Fraud, Appeals and Claims.
  • Awareness of PayPal Fraud Trends and able to action risk mitigation.
  • Basic familiarity with PayPal’s major products and flows and how Consumer Risk roles are impacted.

Behaviors and Communication:

  • Demonstrates PayPal's behaviors and values (Innovation, Inclusion, Wellness, and Collaboration).
  • Recognized as competent in all CRS disciplines.
  • Learns continuously; seek out knowledge, ideas and feedback.

Minimum Qualification:

  • High School diploma or educational equivalent with 6+ years relevant work experience preferred.

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



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