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Complaints Analyst in Sydney at PayPal

Date Posted: 2/21/2021

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 375 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.

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 325 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 Complaints Analyst for PayPal Australia will be responsible for supporting the management of PayPal Australia’s complaint handling process. This involves supporting the Customer Advocacy Manager responsible for compliance with PayPal’s complaint’s management requirements. The focus will be on supporting and enabling PayPal’s complaints management team. Including training, reviewing, and investigating complaints, speaking to the Australian Financial Complaints Authority daily to discuss complaint cases. The ideal candidate is passionate about great customer experience and delivering on their commitments. The successful candidate will be responsible for supporting and strengthening PayPal’s complaints management process and to be a true customer advocate.

Key Experience:

  • 2-4 years experience in complaint management, including review customer complaints, identifying root cause and trends, and developing solutions.
  • Understanding and knowledge of RG165.
  • Strong data analysis skills and reporting skills.
  • Strong verbal and written communication skills.
  • Ability to work well in a matrixed environment, collaborating across multiple departments, levels, and regions.
  • Ability to work both independently and as part of a team, escalating challenges or concerns promptly and appropriately.
  • Strong report writing experience and experience in data analysis.

Requisite Responsibilities:

  • Supporting the strategic management of PayPal’s Internal and External Dispute Resolution process.
  • Analyzing and reporting on complaints data to PayPal’s Executive Management Team.
  • Monitoring and tracking of Service Level Agreements and support strategic direction where needed.
  • Responsible for drafting responses to complaints and investigations from government agencies.
  • Responsible for drafting submissions to tribunal matters.
  • Effective partnership with Compliance Team to proactively identify and manage the regulatory risk for the business.
  • Ability to manage complex and difficult issues and conversations.
  • Strong critical thinking and problem-solving skills, including the ability to analyze operational and financial impact of various alternatives and risk mitigation approaches.
  • Ability to perform in a high-energy fast paced environment with tight deadlines.
  • Putting customers first and drive customer advocacy internally and externally.
  • Develop relationships across PayPal as trusted collaborator and advisor on the complainant’s needs.
  • Support and guide PayPal’s Executive Escalations Team to ensure a strong focus on servicing for excellence, execution, quality, and speed.
  • Ensuring that processes and procedures are up to standard and applied as required, developing them further in collaboration with PayPal’s Compliance Team and Executive Escalations Team.


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.


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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