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Customer Identity Advisor 2 in Manila at PayPal

Date Posted: 3/7/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Manila
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    3/7/2019
  • Job ID:
    R0042901

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 267 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.

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 237 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 Customer Identity Advisor 2 within Financial Services ensures our customers are compliant with our Compliance Policy as defined in PayPal’s Terms of Use. They help to ensure that we implement the appropriate controls and monitoring in order to satisfy our obligations to the appropriate regulatory authorities. The Customer Identity Advisor 2 is also responsible for the review of customer accounts and applications related to high risk products and features, reports of fraudulent or unfair practices, and/or policies and programs. Bring your enthusiasm for solving customer challenges to a team that cares deeply about consumer satisfaction. You’re unflappable and consistently good at turning today’s problems into tomorrow’s solutions.

Responsibilities:

• Complete account reviews on a variety of KYC/KYB process by validating documents submitted by our customers. Respond to customer KYC/KYB inquiries via e-mail in an efficient and effective manner. Perform phone outreach as needed.

• Supporting function tasks when applicable and if service level requires such as: Name change; Fax, Email, Translations etc.

• Educate customers through appropriate communication channels whilst being clear and concise on KYC/KYB requirements.

• Keep up to date on applicable regulations and utilize good decision-making skills in the application of those regulations.

• Work assigned queues, emails, and service requests, as well as other CIP related items on a daily basis.

• Maintain professionalism in your interactions with PayPal personnel and customers at all times.

• Ensure customers are compliant with PayPal Policy as defined in PayPal’s terms of Use.

• Ensuring that Anti Money Laundering regulations are adhered to and monitor account activity accordingly.

• Provide feedback to management regarding necessary changes and updates including policies, upgrades, and potential workflow changes.

Competencies

  • Customer Focus
  • Learning on the fly
  • Problem Solving
  • Decision Quality
  • Drive for result

Job Requirements

  • Experience in customer experience, back office or Risk/ Fraud preferred but not required.
  • Flexibility with working hours required with shift patterns such as Tuesday-Saturday, Sunday to Thursday & Monday-Friday day shift only.

• Strong verbal communication skills: actively listen and speak clearly to customers

• Strong written communication

• Ability to make good decisions based on SOP/ Job AID

• Ability to function in multiple queues covering a variety of tasks with a sense of urgency and follow-through

• Ability to learn and adapt to new software technologies

• Strong working knowledge of external systems and PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, and Excel)

Preferred Qualifications

• 18 months’ professional experience in Customer Service, related to Customer/Enhanced Due Diligence, KYC investigation or verifications.

• High school diploma or equivalent


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.

R0042901

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