SA&E Complaints Root Cause Analyst in Shanghai at PayPal

Date Posted: 6/16/2018

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 237 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 Self-Assessment & Effectiveness (SA&E) Complaint Root Cause (CRC) Analyst, your primary responsibilities will be to assist the SA&E leadership team in the monitoring and analysis of complaints to understand trends and root cause as well as to provide insights to process improvements, system enhancements and/or policy/procedure changes to mitigate the recurrence of complaints. The SA&E CRC Analyst will document key findings and prepare relevant Key Performance Indicator ("KPI") data for management as well as provide feedback to leaders on trends and teammate educational gaps.

  • Core Duties:

  • Perform ongoing monitoring and analysis of all complaints, including those received and responded to by our third party service providers, to understand potential trends and challenges.
  • Provide detailed complaint analysis and reporting to management and applicable committees/forums. Bring significant items or potential issues to the attention of management when identified.
  • Work with partners and stakeholders to implement process improvements, update policies and procedures, and/or update system settings and parameters to mitigate future complaints.
  • Support the design, implementation and execution of ongoing testing and monitoring controls supporting the Operational Risk Assessment process (development of scorecards, trend reporting, SA&E SOP documents, etc.).
  • Conduct calibrations sessions with SA&E specialists and Enterprise Leaders to ensure understanding of program expectations and alignment on testing performance.
  • Execute complex and moderately complex testing processes.
  • Provide ad hoc analyses and/or research issues as requested
  • Know and support company and departmental procedures; regularly review and ensure that specialists follow procedures, process flows and guidelines.
  • Champion change in department / functional area by supporting others through the phases of change, communicate positively and consistently through the change
  • Provide work direction and training to staff. 
  • Stay abreast of operational processes and the ever-changing regulatory environment.
  • Competencies

  • Dealing with Ambiguity
  • Decision Quality (Problem Solving)
  • Process Management
  • Interpersonal Savvy
  • Presentation Skills
  • Drive for Results
  • Time Management
  • Functional/Technical Skills
  • Prerequisite Knowledge and Proficiencies:

  • Demonstrated attention to detail and knowledge of multiple functions within the Global Operations organization.  
  • Strong analytical, cross-referencing and deductive reasoning skills.   Ability to problem-solve, review and analyze data, locate its source, effectively assess risk, identify root cause of issues and identify operational efficiencies. Ability to determine best course of action/make sound recommendations for correction of testing/monitoring findings
  • Demonstrated thorough knowledge of PayPal services and products.
  • Self-motivated.  Must be able to work in a fast-paced environment with frequent interruptions and work effectively under the pressure of deadlines.
  • Working knowledge compliance requirements, credit and fraud methodologies or operational risk testing practices.
  • Must display a high level of professionalism, sound judgment, commitment, integrity, teamwork, and customer service.
  • Proven organizational skills.
  • Solid communication skills, both written and verbal, and the ability to communicate with several stakeholders.
  • Ability to establish and maintain harmonious working relationships with co-workers and other business units.
  • Knowledge of internal systems and software (CSA, Norkom, NICE, Kana, Intranet, Admin Tools, Attack).
  • Advanced proficiency in Microsoft Excel with Intermediate skills in other Microsoft Office products (Outlook, Visio, Word, PowerPoint).
  • Experience:

  • 3+ years relevant experience in Customer Service, Risk or Fraud environment
  • 1+ years of relevant experience with banking laws/regulations
  • Educational Requirements:

  • BS/BA Degree or educational equivalent


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.

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