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EMEA Credit Customer Service Team Leader in Dundalk at PayPal

Date Posted: 8/28/2020

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 305 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.

At PayPal we put people at the centre of everything we do. As a Credit Services Team Leader in PayPal you build, develop, and retain a group of employees into becoming a high performing team that meets and exceeds performance goals. The Team Leader drives world-class customer experience results through high impact coaching and development of their teammates. They engage with their direct reports and foster an open, collaborative environment in which developmental feedback and career coaching is a primary focus. They operate in a diverse and inclusive environment role modelling strong values and ethics.

Language requirements: English and second language (Italian/French/Spanish)


  • Review, communicate and coach to daily performance, quality, behaviour and attendance standards at the individual and team level. Utilize formal correction action procedures as required
  • Schedule, prepare and lead the required number of 1:1 coaching and team learning sessions and stand-ups that are interactive, engaging and agent driven based upon developmental needs
  • Complete the required number of case/email/phone quality reviews per teammate each month and work cases and escalations as required
  • Sets clear goals and measurement, drives team results to achieve/exceed organization goals/KPIs
  • Know and support company and departmental procedures; regularly review and ensure that agents follow procedures, process flows and guidelines
  • Participate in teammate selection, internal talent movement, and training needs assessment and closure of knowledge gaps
  • Establish relationships and engage with other people managers and key stakeholders in the development of new processes, products and procedures for your designated segment through attendance at meetings and communication with Leader and other business units
  • Empowers direct reports to create exceptional customer experience and makes the right decisions within defined operational guidelines
  • Utilizes behavioural based coaching model to include Situation Based Coaching and Trend Based Coaching to enable teammates to be successful in delivering great customer experiences and achieving goals
  • Utilizes the Performance Development Planning process to enable teammates to set create and follow up on plans for teammate career development
  • Utilizes effective time management skills to ensure effective prioritization of time to drive results through leveraging high impact coaching and development activities
  • Creates an inclusive and trusting work environment and culture so teammates are motivated to perform at their highest level while bringing the best of themselves to work

Preferred Qualifications

  • Strong verbal and written communication skills and the ability to effectively communicate with teammates, peer leaders and business unit leadership.
  • Ability to direct and motivate others and effectively delegate in order to achieve goals
  • Utilizes data from Team Support Leader findings to improve team performance
  • Ability to recognize the need for and lead through change management initiatives while maintaining and driving teammate engagement
  • Demonstrated advanced knowledge of PayPal operational flows and department workflow
  • Ability to mentor teammates and overcome resistance to achieve positive results for goals and metrics
  • Ability to effectively balance company and customer needs to deliver against customer experience targets and business goals
  • Strong time management skills
  • Proficiency in systems (Internet, Office Applications) and proficiency in and/or ability to quickly learn internal business systems

Job Requirements

  • 2+ years of related experience
  • Bachelor’s degree or equivalent work experience
  • English and second language (Italian/French/Spanish)


  • Coaching, Developing & Retaining Teammates
  • Diversity & Inclusion
  • Customer Focus
  • Acquiring and On-boarding Teammates
  • Drives for Results, Managing / Measuring Work
  • Shared Values / Ethics
  • Change Management

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. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at



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