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Dutch Consumer Risk Appeals Agent in Dundalk at PayPal

Date Posted: 12/6/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Dundalk
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    12/6/2018
  • Job ID:
    R0040335

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 254 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.

Position Overview: As an Appeals Agent within Risk Operations, your primary responsibilities will be to review PayPal accounts that have been limited due to what is believed to be potentially fraudulent activity and to determine whether the limitation should be lifted. You may be working on both account maintenance and escalation queues and will be using various applications to assess the legitimacy of the account holder or the transaction. You are responsible for reviewing documentation, analysing data, and determining in a timely manner whether the limitation should be removed. Throughout this process, you may need to communicate with the customer for additional information and to notify them of decisions. An Appeals Agent within Risk Operations is organized, efficient, and driven, exhibits strong analytical skills, adapts well to change, and thrives in a collaborative team environment

Core Duties:

  • Review PayPal accounts and determine the legitimacy of the account and account holder and associated risk. Analyse account history and trends and perform relevant research to effectively identify problems (70%)
  • Contacting account holders in an effort to verify activity and mitigate loss (20%)
  • Continually monitor cases and reports to identify trends and notify management of information gleaned from that activity. (10%)

Core Competencies:

  • Customer Focus
  • Decision Quality
  • Problem Solving
  • Drive for Results
  • Time Management
  • Functional / Technical Skills

Knowledge / Skills Requirements:

  • Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customer (in English & Dutch)
  • Strong written (email) communication utilizing proper grammar and punctuation (in English & Dutch)
  • Ability to make discretionary decisions based on research.
  • 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, PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, Excel).
  • Basic Knowledge of internal systems & software (Kana, Intranet, Admin Tools, Attack).

Essential experience:

  • 2 years minimum experience in Financial services/ Call center
  • MS Office experience
  • Experience working towards targets/KPI’s
  • Fluent Dutch

Desirable Experience

  • Bachelor’s Degree or equivalent business experience
  • Risk/Fraud Experience

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.

R0040335

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