24 - Product Integration in Shanghai at PayPal

Date Posted: 2/2/2018

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 210 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 job is responsible for correcting customer accounts and records for errors and mistakes made because of system or human errors. This individual will also help draft communications to the customer explaining what has been done and why. And finally, helping to draft the notices to teammates on how to handle customer questions about the incident

The Customer Recovery and Resiliency Analyst in Internal Controls for Enterprise Services is responsible for assisting in the execution of all customer recovery tasks and events. Specifically this individual will assist in the development, implementation and completion of customer notifications, account manager notices and submitting correction tool batches. In addition, this individual will help prepare the monthly reports summarizing the Recovery and Resiliency Events and customers impacted. The Recover and Resiliency team has global responsibilities. The Recovery team responds to all PX, P0, P1 and one off requests that may impact any customer in any region. The team also manages all resiliency events for the Customer Operations unit. This includes pulling management together to evaluate and respond to event, it also ensures that all Enterprise Services senior leaders are provided status updates. This job has an on-call requirement so this individual will be required to work outside normal business hours.
Primary Job Responsibilities:
As the Customer Recovery Analyst you will:
o This position requires resourcefulness, good judgment, persistence, and flexibility
o Relationship management skills with ability to collaborate, influence and build professional relationships in a cross-functional environment.
o Ability to demonstrate a high degree of initiative, curiosity, with an eagerness to learn.
o Strong team player with excellent verbal and written communication skills
o Engage with internal and external stakeholders to devise and execute recovery plans, leveraging product experience and project/process management experience
o Ability to approach problems in a quantitative and qualitative manner, and partner with the business to define recovery needs, and drive the solution
o Proficient in Microsoft Office, SharePoint, Visio and MS Project
o Basic knowledge of internal systems & software (examples: Kana, Intranet, web-based applications)
o Familiarity with regulatory compliance requirements for merchants, products and customer experience preferred
o Familiarity with PayPal, PayPal Credit, and the merchant processing industry, particularly risk and operational processes required
o Familiarity with the PayPal payment processing and account system
o High energy and creativity, an entrepreneurial spirit and the desire to work in a fast growth and changing environment.
o Perform customer recovery tasks for all PayPal incidents that have customer or operational impact
o Validate impacted transaction/customer lists for accuracy & completeness
o Data management/file handling for impacted customers/transactions for internal distribution, correction tool input & email communications
o Ensure customer recovery actions adhere to all applicable corporate policies and standards
o Provide regular updates on the status and results of recovery efforts to the Customer Recovery Senior Manager
o Update customer recovery ticketing/tracking systems for every incident/issue
o Ensure that impacted customer/transactional data is maintained and customer recovery actions are documented for archive purposes
o Assist with the preparation of periodic management reporting of incidents and the related customer recovery actions taken

• Bachelor’s Degree in Business, Accounting, Information Management, or a related field; or the equivalent in education and work experience.

Basic Qualifications:
• 6+ years relevant work experience required. 2 years PayPal product and/or support experience preferred
• Demonstrated attention to detail and knowledge of multiple functions within the Enterprise Services organization.
• Demonstrated thorough knowledge of PayPal services and products.
• Must display a high level of professionalism, sound judgment, commitment, integrity, teamwork, and customer service.
• Effective verbal and written communication skills.
• Proficient in the use of a personal computer and its applications, including Windows and Windows based applications (Word, Excel, Power Point, etc.). Intermediate or advance knowledge of Excel is a plus.
• Basic Knowledge of internal systems and software (Admin Tools, Attack, Correction Tool, etc.).
• Demonstrates high levels of self-awareness and adapts style to facilitate resolution.

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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