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EMEA Credit Services Agent in Dundalk at PayPal

Date Posted: 10/5/2020

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 325 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 Credit Services Agent within Global Operations, you will be required to work in a ring-fenced team providing excellent customer service to our internal and external customers. These responsibilities include responding to customer’s credit enquiries on the telephone and by email, working within the regulatory requirements. The role requires a high level of integrity, flexibility, adaptability and variety. You will be responsible for dealing with requests from customers to decrease their credit limits, waiving fees and interest, taking and allocating payments over the telephone, walking a customer through their credit statements and helping customers who may be experiencing financial difficulties, but are not in Collections. You will also deal with PayPal general customer service enquiries to avoid transfers and to improve the customer experience. A Credit Services Agent needs to be customer focused, organised, efficient, driven, and adaptable, have excellent communication skills, exhibit analytical skills, adapt well to change and thrive in a collaborative team environment.

Core Duties:

  • Responsible for working and responding professionally to customer enquiries via multiple communication channels e.g. inbound telephone calls and email
  • Making outbound calls to customers to help resolve issues in the most efficient and customer friendly manner
  • Effectively identify problems and issues by performing relevant research using the appropriate tools
  • Effectively work and respond to processes within the regulated requirements and timelines, keeping in mind the financial and reputational risks
  • Providing feedback to management regarding necessary changes and updates; including policies, upgrades and customer care issues
  • Deciding on the outcome of complex issues keeping in mind that decisions may impact customer retention, PayPal loss or savings, as well as resulting in legal action or reputational damage

Competencies required:

  • Strong customer focus, putting the customer at the heart of what we do
  • Ability to manage your time effectively
  • Experience working to targets with a strong drive for results
  • Excellent listening skills
  • Composure
  • Problem solving skills
  • Integrity and trust
  • Ability to demonstrate ethics and values
  • Action oriented

Essential Skills:

  • Ability to communicate effectively via telephone by utilising soft skills, active listening and clearly speaking to customers
  • Ability to communicate effectively via email by utilising proper grammar and punctuation skills
  • Ability to handle multiple complex and high priority tasks simultaneously
  • Ability to make discretionary decisions based on research and within the regulations
  • Well-developed sense of urgency and follow-through
  • Proficiency in the use of computer systems with the ability to learn and adapt to new software technologies

Qualifications & Experience:

  • 2+ years relevant experience to include 12 months experience in one or more of the following areas: Customer Service, Call Centre, Credit Services, Lending, Transaction Processing, Account Processing or Debit Services
  • 12 months experience in a financially regulated environment is desirable

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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