Senior Risk Operations Analyst in New York at PayPal

Date Posted: 8/14/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    New York
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    8/14/2018
  • Job ID:
    R0033890

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 244 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 Disputes policy lead for Venmo will define processes and design/maintain policies that meet the needs of the business, while delivering best-in-class customer experience for Venmo users. The policy lead will work closely with the Support, Risk, Compliance and Product teams to ensure Venmo remains a trusted company by managing disputes, chargebacks, complaints, and related escalations. This role will be responsible for continually improving the trustworthiness of our platform, by ensuring that a high standard of service is met while establishing efficient operational processes. This includes working across the company to drive best practice and right solutions, and create the best and safest experiences to Venmo users.

Disputes policy lead

Job Description


The Disputes policy lead for Venmo will define processes and design/maintain policies that meet the needs of the business, while delivering best-in-class customer experience for Venmo users. The policy lead will work closely with the Support, Risk, Compliance and Product teams to ensure Venmo remains a trusted company by managing disputes, chargebacks, complaints, and related escalations. This role will be responsible for continually improving the trustworthiness of our platform, by ensuring that a high standard of service is met while establishing efficient operational processes. This includes working across the company to drive best practice and right solutions, and create the best and safest experiences to Venmo users.

  • Specific responsibilities include

    • Define disputes policies by working cross functionally to balance best-in-class user experience, business needs and loss mitigation and regulatory obligations

    • Create and continuously improve Standard Operating Procedure (SOP) documents that translate disputes policies into scalable, efficient workflows

    • Help build an operating team from the ground up by participating in hiring and onboarding

    • Train the operating team on the Standard Operating Procedures and get the team ready to execute on the process

    • Actively contribute to managing customer touch points in the disputes lifecycle, including customer communications

    • Review disputes and interact with customers to full resolution as needed, be willing to get your hands dirty!

    • Investigate incoming payment disputes to identify trends, patterns, and other potential suspicious activity surrounding the claim

    • Work closely with Support and Risk operations teams to manage escalation paths into the Disputes group and review incoming cases to refine intake processes

    • Gather data and develop reporting for disputes and other escalated complaint cases

    • Develop controls and monitoring to ensure performance against business goals and compliance with legal and regulatory obligations, operating policies and relevant business agreements.

    • Remain up-to-date on industry information, federal regulation, new product, enhancements, system

  • Qualifications:

    • Bachelor's degree required

    • 3+ years of experience in a financial or regulated industry  

    • Deep understanding of chargeback and dispute process required

    • Knowledge of financial regulations preferred

    • Experience working in a technology environment

    • Previous experience in a financial operations related role

    • Training, quality, and/or policy development experience

    • Payments industry experience is a plus

    • Strong organizational skills and excellent follow-through

    • High emotional intelligence, a can-do mentality and a creative approach to problem solving

    • Outstanding written, verbal, interpersonal communication skills

    • Strong analytical and reporting skills, SQL experience a plus

    • Someone who is not afraid to get their hands dirty

    • Ability to succeed in a matrix management culture (more than one reporting relationship)

    • Willingness to travel up to a week every 3 months.



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.

R0033890

CHECK OUT OUR SIMILAR JOBS

  1. Business Analyst Jobs
  2. Business Management Jobs