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Global Protections & Risk Investigator in Mexico City, Ciudad de Mexico, Mexico at PayPal

Date Posted: 6/6/2022

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.

A Global Risk Review Investigator will be a multi discipline skilled teammate and customer advocate in charge of providing world class customer support and guidance to both our internal and external customers supporting various workflows, complex queues and specialized workflows which will include, but not limited to – Protection Services INR/SNAD, Billing Error Disputes, Chargebacks, Issuing Disputes, QRC, VENMO, Credit Disputes among others. An investigator will always strive to deliver the highest quality of work and aim to protecting our company against financial loss resulting from inaccurate adjudications or oversight. This role will involve being highly flexible and agile in order to switch between different workflows and queues as required depending on customer impact, service level constraints and tactical interventions required in order to carry our daily operations efficiently. They will complete this by looking at a variety of tools, resources such SOP/SOL, customer documents and account activity to make a strong decision on behalf of our company. An investigator may be also called upon to support ad hoc business requirements like providing training/mentoring support, UAT testing, remediation activities being undertaken etc. An individual at this role is also expected to keep upgrading their processing skills and take appropriate measures and efforts to keep abreast with business and product knowledge which impacts the quality of their case decisions in order to ensure the responsibilities are dispensed with adequately.

Responsibilities: 

  • Timely execution of assigned tasks and deliverables  

  • Analyze queries and make an informed decision assisting buyer to resolve their seller    dispute inquiries in line with SOP & Policy guidelines 

  • Analyze cases and make an informed decision on queries initiated by buyers through their credit card/ debit card company, the issuing bank or on the credit products which adheres to stipulations as laid out by Card Associations, Processor sites and other financial stakeholders   

  • Analyze cases and make an informed decision on queries initiated by buyers on billing disputes and unauthorized billing which is aligned with regulatory guidelines 

  • Provide feedback and insights on SOP’s 

  • Meet minimum performance targets in queues as assigned 

  • Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers (IDO Specific) 

  • Strong written (email) communication utilizing proper grammar and punctuation required for communicating updates to supervisors, customers and stakeholders 

  • Ability to function in multiple queues covering several product lines 

  • Demonstrates behaviors and values (Innovation, Inclusion, Wellness, and Collaboration)  

 

Functional Skills:  

  • Strong knowledge in GP workflows including Proserv, BED, Chargebacks, IDO, Credit Disputes etc. (depending on extent of skilling done) 

  • Good working knowledge of GP Tools & Systems including PDA, Compass, Armor, Kana, Intranet, SCM 

  • Understanding of Key Performance Indicators applicable to various types of disputes, Appeals and Claims and the levers that will impact results. Ability to understand AIP dashboard driven and other metrics in order to work towards improving  

  • Effective time management skills to be able to work in a blended environment (different types of cases/queues, 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 

  • Good understanding of PayPal’s major products and flows  and how their role impacts and influences them that has a bearing on their ability to adjudicate cases 

  • Basic awareness of Regulatory and Financial Laws and Acts for the Markets being serviced  
     

Competencies:  

  • Agility 

  • Analytical 

  • Drive for Results 

  • Effective Communication: Verbal & Written 

  • Decision Quality & Problem Solving 

  • Interpersonal Savvy  
     

Minimum Requirements:  

  • HighScho degree or educational equivalent  

  • 2+ years relevant work experience (external candidates) 

  • 12+ months customer service experience required (if internal) 

 

 


Our Benefits:


At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.


We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com


Who We Are:


Click Here to learn more about our culture and community.


PayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit paypal.com.



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.

As part of PayPal’s commitment to employees’ health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.



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