Recovery Analyst in Bangalore at PayPal

Date Posted: 6/7/2019

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 277 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.

This position is part of the Customer Recovery function. The focus of the customer recovery role is quite simply, the ‘customer’. The customer recovery team is responsible for managing all aspects of customer remediation. They provide support for customer & teammate communications related to processing incidents worked.

Core Duties:

  • Work collaboratively to manage customer recovery efforts for PayPal incidents involving customer accounts or operations
  • Assigned member of Critical Incident Team (Incident Management Process)
  • Assist SRE/CSTS/MTS with triage of issues involving payment transactions & funding instruments; including assessment of customer impact and issue classification
  • Manage requests from Accounting for customer recovery support of issues identified by Fin Ops/P2.0 team; including coordination of customer email notifications if needed
  • Provide SME support for correction tool usage in customer recovery
  • Recommend alternatives for corrective action (CT, batch, macro, etc.)
  • Provide consultation on query design to identify impacted transactions/customers
  • Validate impacted transaction/customer lists for accuracy & completeness
  • Data management/file handling for correction tool input & email communications
  • Obtain necessary approvals for planned recovery actions from Legal, Compliance, Finance & impacted product owner 
  • Draft & review customer email content if required
  • Draft & review SRE Urgent Messenger & Talking Points as needed
  • Communicate status and results of recovery efforts
  • Coordinate support from operational teams impacted by the incident
  • Coordinate with Issue management & ICP teams to ensure issue that caused the event is captured, tracked and corrected.

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.

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