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CSM Specialized Desks in Omaha, Nebraska, United States of America at PayPal

Date Posted: 1/1/2022

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.

The Customer Success Manager, Specialised is a fundamental component of the PayPal’s Customer Success Management, Revenue Operations and Enablement . As a Customer Success Manager, Specialised your core responsibility will be offering administrative support to a specified group of Customer Success Managers in addition to streamlining processes to gain efficiencies at scale. Working with other departments will be a vital part of this role. Customer Success Manager, Specialised must be a logical thinker, solution focused and have strong analytical skills with a passion for working in a fast paced, ambiguous environment. This role is an independent role that requires excellent time management.

Key Responsibilities:

  • Provide world class service to Merchants and Customer Success Managers
  • Be a Subject Matter Expert to support Customer Success Managers with complex queries
  • Perform high volume operative tasks such as batch refunds, batch flagging, Appeals, uploading documents etc
  • Collaborate with internal stakeholders to aid streamlining of processes.
  • Handle complex escalations from the BU/Executive team and compile root cause analysis reports
  • Analyse & Complete process mapping in order to streamline tasks & gain efficiencies at scale
  • Manage the Dispute and Chargeback process for managed Merchants
  • Collaborate with our Risk & Compliance teams to gather documents & complete reviews
  • Provide custom reporting for Merchants & Account Managers outside of normal process
  • Craft merchant facing written correspondence using proper email etiquette and language
  • Projects and ad-hoc requests may be required from time to time. Research account related issues
  • When required, proactively outreach and assist merchants in line with merchant outreach campaigns
  • Work with other departments to resolve merchant concerns
  • Creative problem solving with little guidance

Key traits:

  • Basic knowledge of internal systems and software (PDA, PET, Admin tools, ETC.)
  • Excellent organizational skills with a hands-on approach with strong work ethic and the ability to work on your own initiative
  • An interest in technology and the ability to learn and adapt to new technologies on desktop, mobile and tablet platforms
  • Strong communication skills (written and verbal)
  • Well-developed sense of urgency and follow-through
  • Strong attention to detail while maintaining the ability to multitask
  • Ability to make sound, logical decisions while demonstrating a strong sense of responsibility,
  • confidentiality and professionalism.
  • Proven track record in achieving targets
  • Excellent Microsoft Office skills (Word, Excel, Access, Outlook & PowerPoint)
  • Ability to operate with minimal supervision and be motivated to find solutions to problems as they occur

Requirements:

  • Minimum of 1-2 year of experience with PayPal Inc.
  • Knowledge of PayPal processes and policies
  • Cross -trained in multiple servicing segments

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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