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Protection Services Specialist in Shanghai at PayPal

Date Posted: 7/27/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Shanghai
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    7/27/2020
  • Job ID:
    R0058226

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 a Protection Services specialist, your primary responsibility will be assisting buyers to resolve their disputes with sellers by leveraging your strong logical thinking and our PayPal policies You will complete review and resolve claims timely by utilizing advanced technical tools. You will be the primary contact point for our customers – it is imperative that you need to provide them with predictable, compassionate, and timely resolution to their questions and inquiries. A protection specialist exhibits strong communication skills, excels at customer interaction, has a skill in delivering practical solutions, and thrives in a collaborative team environment.

II.CORE DUTIES

  • Resolving claims under PayPal’s Buyer Protection Policy.
  • Providing timely solutions for better customer experience
  • Processing emails sent by customers regard disputes
  • Detecting and escalating appropriately for Fraud Investigations.

    Restricting accounts when appropriate.

  • Reviewing limited PayPal accounts and determine the legitimacy of the account and account holder.  This also includes determining cases that need to be resolved by the customer to lift their Limited Access.
  • Cooperating with other department within Resolution and Protections (Buyer Abusive, Merchant Consultant team, etc.)


III.COMPETENCIES

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


IV.JOB REQUIREMENTS

  • Strong written (email) communication utilizing proper grammar and punctuation
  • 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 internal systems and software (Compass Gold, Kana, Admin Tools )
  • Be a team player with strong interpersonal & communication skills


V.EDUCATIONAL REQUIREMENTS

              Bachelor’s degree or equivalent required



VI.PHYSICAL REQUIREMENTS

This position requires sitting, typing and repetitive motions.



VII.POSITION SCOPE DETAILS

This role exists at different grade levels based on a set of expectations.  Differences between grades are determined by employees’ demonstrated skills and competencies, along with overall performance in the role.  The above statements are intended to describe the general nature of work .  They are not intended to be construed as an exhaustive list of all the responsibilities, duties, and skills required, nor be the entire list of behaviors or expectations evaluated during the performance review.  Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisors.  Additionally, Individuals need to be able to work in shifts


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 paypalglobaltalentacquisition@paypal.com.

R0058226