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Customer Identity Advisor in Guatemala City at PayPal

Date Posted: 6/6/2021

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 392 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.

The Customer Identity Advisor within Financial Services ensures our customers are compliant with our Compliance Policy as defined in PayPal’s Terms of Use. They help to ensure that we implement the appropriate controls and monitoring in order to satisfy our obligations to the appropriate regulatory authorities. The Customer Identity Advisor is also responsible for the review of customer accounts and applications related to high-risk products and features, reports of fraudulent or unfair practices, and/or policies and programs. Bring your enthusiasm for solving customer challenges to a team that cares deeply about consumer satisfaction. You are unflappable and consistently good at turning today’s problems into tomorrow’s solutions.


• Complete account reviews on a single workflow of KYC/KYB process applicable to the site.

• Educate customers through appropriate communication channels while being clear and concise on KYC/KYB requirements.

• Work assigned queues, emails, service requests, as well as other CIP related items daily.

• Ensuring that Anti Money laundering regulations are adhered to and monitor account activity accordingly.

• Provide feedback to management regarding necessary changes and updates including policies, upgrades, and potential workflow changes.

• Support function tasks when applicable e.g. Kana Emails, Faxes, Global Name Change.

• Respond to customer KYC/KYB inquiries via e-mail in an efficient and effective manner.

• Keep up to date on applicable regulations and utilize good decision-making skills in the application of those regulations.

• Always maintain professionalism in your interactions with PayPal personnel and customers.

• Ensure customers are compliant with PayPal Policy as defined in PayPal’s Terms of Use.


• Deliver a Customer Effortless Experience.

• Decision Quality.

• Drive for Results.

• Learning on the Fly.

• Problem Solving.

Job Requirements:

• Strong verbal communication skills: actively listen and speak clearly to customers.

• Strong written communication.

• Ability to make good decisions based on SOP/ Job AID.

• Ability to function in multiple queues covering a variety of tasks with a sense of urgency and follow-through.

• Ability to learn and adapt to new software technologies.

• Strong working knowledge of external systems and PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, and Excel).

Preferred Qualifications

• 12 months’ experience in Customer Identity, in Customer Service or in a Back-Office function.

• Getting Results or Among the Best in metrics and behaviors.

• High school Diploma or equivalent.   

The above statements are intended to describe the general nature of work being performed within the role.  They are not intended to be construed as an exhaustive list of all the responsibilities, duties, and skills required, nor be the entire list of behaviors or expectations for which one may be measured upon within the performance review process.  Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.  Additionally, Individuals need to be able to work any shift within a 24-hour period Monday through Sunday.

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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