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Venmo Sr. Specialist in Guatemala City at PayPal

Date Posted: 7/16/2020

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.

As a Sr. Specialist within Venmo Risk, your primary responsibilities will be working closely with your Leader to provide leadership, guidance and assistance to your peer employees. Extensive business area knowledge is required to help teammates review, research, and execute actions on customer accounts. You will support your team by working queues, addressing teammate’s questions, resolving escalations, providing teammates with clear constructive feedback, occasionally leading team meetings, and assisting in other assigned projects such as product testing or feedback. A Sr. Agent/Specialist keeps current on PayPal and Venmo products, policies, and procedures. Sr. Specialists will need to proactively identify areas of opportunity throughout the floor, generate solutions, and communicate potential solutions through their Leader & then filter through appropriate venues. Additionally, a Sr. Specialist fosters a collaborative environment by providing coaching to their peers, encouraging them to learn and improve. The duties require independent judgment, analytic thinking, detail orientation, time management, self-direction, and flexibility. Specialists need excellent interpersonal skills both spoken and written, to facilitate mentoring and teaching required within the team, as well as interaction with other PayPal/Venmo departments and potential customer contacts.

The Sr. Specialist will be primarily responsible for identifying and analyzing advanced fraud. Successful candidates will use a variety of risk tools in order to take appropriate actions. Primarily this role will involve a high level of self - initiative, and an intuitive and proactive approach to Venmo Risk. The main objective of the Sr. Agent/Specialist will be to work closely with their Team Leader, support the team, lower our Fraud loss rate & positively affect our customers.

Core Duties:

  • Provide leadership, guidance, mentoring and assistance to peer employees by answering questions, providing feedback on customer issues, and supporting all areas of Venmo Risk; as needed
  • Work assigned queues, monitor Slack Channel chats, and other escalations or tasks assigned
  • Provide feedback to management regarding necessary changes and updates; including policies, upgrades, and customer care issues
  • Conduct proactive reviews based on fraud indicators
  • Provide feedback to Venmo Analysts on learnings and findings to help improve fraud lead quality
  • Collaborate with peers within Venmo on fraud initiatives

Prerequisite Knowledge & Proficiencies:

  • Strong verbal & written communication skills utilizing active listening and clear speaking to internal and external customers
  • Ability to make discretionary decisions based on research
  • Excellent organizational, communication, and interpersonal skills
  • Ability to learn and adapt to new software technologies
  • Strong working knowledge of external systems, PC & Apple based internet and software applications (Internet, Google Docs, Google Forms, Microsoft Office – Outlook, Word, and Excel).
  • Basic knowledge of internal systems & software (Venmo Underground, ZenDesk, Wiki, Slack)

Experience:

  • 6+ years relevant work experience required
  • 2 yr. experience in one or more of the following areas: Customer Support and Financial Services, Fraud Investigation, and Transaction processing.
  • 6-12 months of experience in Venmo Risk Analysis required
  • 9 months of combined experience in Risk Operations

Educational Requirements:

  • High School Diploma or equivalent required

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 paypalglobaltalentacquisition@paypal.com.

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