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Customer Identity SME in Chennai at PayPal

Date Posted: 4/2/2019

Job Snapshot

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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.

Customer Identity Quality SME The Customer Identity Quality SME is responsible for performing global quality assessments on advisors across various workflows and perform testing on CIP at a program level. The Customer Identity Quality SME within Financial Services ensures our advisors comply with our CIP Policy as defined in PayPal’s Terms of Use whilst carefully balancing our customer experience. They help to ensure that we implement the appropriate controls, monitoring and reporting in order to satisfy our obligations to the appropriate regulatory authorities and meet the demands of our customers. Bring your enthusiasm for solving challenges to a team that cares deeply about customer satisfaction and meeting our regulatory obligations. This is not a job where you just read a script – you are empowered to resolve pain points in our quality program by using creativity and skill to provide practical solutions. You are unflappable and consistently good at turning today’s problems into tomorrow’s solutions.


  • Work assigned quality assessments, as well as other CIP related items as assigned on a daily basis.
  • Carry out quality reviews on a variety of global workflows
  • Report trends and make recommendations and escalate issues/concerns appropriately to reduce error rates
  • Develop robust monthly insights for advisors and leadership team
  • Participate in all calibration sessions each month
  • Participate in de-brief, training, stand-up and team meetings.
  • Ensure quality-testing records are maintained in the appropriate systems of record (NICE).
  • Educate advisors through appropriate communication channels whilst being clear and concise on what information is needed.
  • Keep up to date on applicable regulations and utilize independent judgment in the application of those regulations.
  • Maintain professionalism in your interactions with PayPal personnel and customers at all times.
  • Provide feedback regarding necessary changes and updates including policies, upgrades, and potential workflow changes.


  • Decision Quality
  • Customer Focus
  • Functional/ Technical Skills
  • Learning on the fly
  • Creativity
  • Integrity & Trust
  • Problem Solving
  • Drive for Results
  • Dealing with Ambiguity

Preferred Qualifications

  • Subject matter expert in CIP.
  • Demonstrated attention to detail and knowledge of multiple workflows within CIP with a sense of urgency and follow-through.
  • Must display a high level of professionalism, sound judgment, critical thinking, commitment, integrity, teamwork, and customer service.
  • Strong verbal and written communication skills.
  • Ability to make discretionary decisions based on research. A certain degree of creativity and latitude is required.
  • Ability to learn and adapt to change.
  • Flexibility regarding working hours needed.

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.