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Customer Identity SME in Manila at PayPal

Date Posted: 6/17/2019

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 277 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 Customer Identity SME, your primary responsibilities will be providing leadership, guidance and assistance to your peer employees. Extensive business area knowledge is required to help advisors review, research, and execute actions on customer accounts. The Customer Identity SME keeps current on PayPal product, policies, and procedures, fosters a collaborative environment, coaches their team and encourages them to learn and improve. Excellent interpersonal skills, both spoken and written, to facilitate mentoring and coaching, as well as interaction with other PayPal departments and customer contacts are integral to the role.


• Act as Subject Matter Expert for Customer Identity and partner with key stakeholders for educating, coaching and enhancing risk/detections.

• Act as a first POC for escalations - review complex customer identity issues (business generated/self-identified).

• Drive department’s performance through coaching, mentoring and initiatives.

• Contribute to business improvements e.g. Service level, Routing analysis, contact reduction etc.

• Drive collaborative efforts with other functions and regions.

• Deliver initiatives to reduce friction for customers and creates better experience.

• Run business and self-identified projects.

• 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.

• 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.


  • Functional/ Technical Skills
  • Motivating Others
  • Time Management
  • Composure
  • Decision making
  • Interpersonal Savvy

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.

• Analytically strong and highly motivated self-starter.

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

• Strong written communication.

• Ability to make discretionary decisions based on research. A certain degree of creativity and latitude is required.

• 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

• High school diploma or equivalent.

• 18 months+ experience in financial industry.

• Experience in KYC, AML or compliance 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.



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