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ICA Specialist in Bangalore at PayPal

Date Posted: 6/10/2020

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 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.

As an ICA Specialist, you will be responsible for providing world class customer support and guidance to both our internal and external customer. Extensive business area knowledge is required to help teammates review, research, and execute actions in helping to resolve customer inquiries. You will support your team by working queues, addressing teammate’s questions, resolving escalations, and providing teammates with clear constructive feedback. An ICA is expected to keep his/her knowledge updated on PayPal products, policies, and procedures. Additionally, an ICA fosters a collaborative environment, coaches their team and encourages them to learn, and improve. The duties require independent judgment, excellent customer service skills, outside-the-box thinking, detail oriented, time management, self-direction, and flexibility. ICA needs excellent interpersonal skills both spoken and written, to facilitate mentoring and teaching required within the team, as well as interaction with other PayPal departments and customer contacts. Core Duties - • As an ICA, you will act as an escalation point of contact for teammates when they are faced with challenging customer contacts. Provide continuous coaching and assistance to both teammates within the business departments and within ICA group. • Maintain departmental standards for Production, Quality, and Customer Satisfaction as communicated by your Team Leaders. • Answer phone calls via the consult lines, escalation lines and work fax, email and PET queues. • Provide feedback to management regarding necessary changes and updates; including product related policies and procedures, upgrades, and customer care issues. • Proactively communicate with operational support departments in identifying and resolving issues. • Proactively recommend and educate the customers about features and benefits of products in order to improve their satisfaction and deepen their relationship with PayPal. • Facilitate stand ups and team discussions based on teammate questions • Facilitate Chat Calibrations with the teammates • In this role, you will use Compass and IT systems to recognize the opportunities and transition the call. • Mentoring new hires upon successful certification for the same.

Pre-Requisite Knowledge and Proficiencies
  • Strong communication skills, both written and verbal, active listening and clearly speaking. This includes proper grammar and punctuation.
  • Ability to work independently while making sound business decisions.
  • Well-developed sense of urgency and follow through
  • Ability to learn, adapt and embrace new software technologies, policies, processes and procedures
  • Strong working knowledge of external systems, PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, and Excel).
  • Basic Knowledge of internal systems and software (Kana, Admin Tools, Attack, Compass, APS, etc.).

Eligibility Criteria :


•       All employees need to be > 365 days as on 1st May 2020

•       Applicants must have received a performance rating of Getting Results or Among the Best during 2019. All applicants shall be rated/stacked as per their performance in their respective processes. Same shall be considered to decide the sequence

•       Applicant should be flexible with the shift offering, which includes working both weekends and overnight shift pattern. (No rotation of shift, Shift changes applicable only subject to business requirements )

•       Applicants are expected to have prior experience in limitation and dispute queue

•       Only Grade 15 employees are eligible to apply.

•       Employees under PIP / Memos/warning letter are not eligible for the position

Note: This position will be for UK Markets – Deployment as per business requirements/decision.

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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