Senior Manager, Merchant Risk Consulting in Chandler at PayPal

Date Posted: 9/19/2018

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 244 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.

A typical day for the Seller Risk Services Senior Manager
• Build, develop and lead a team of employees into a high performing team, delivering a balanced approach towards risk to best serve our merchants
• Lead others in teammate selection, encourage internal talent movement and monitor training needs analysis to drive the closure of knowledge gaps
• Consistently drive results as a consultant for teammates and the merchant whilst also being a highly skilled performer in offering peer to peer coaching
• Demonstrate to the business your expert ability in making sound decisions at high risk exposure and industry level
• Manage business strategies and lead others to manage the workforce efficiently and effectively
• Act as a role model, create a culture of candidate feedback & coaching beyond your direct team and have a pipeline of top talent ready for the next opportunity
• Monitor and lead through the required quality checks to coach and improve your teams’ performance
• Provide expert guidance in policies and procedures to identify problems and make recommendations
• Analyze complex data and draw meaningful conclusions to make holistic business recommendations
• Identify trends and validate potential larger impact to high risk portfolio for further escalation
• Drive multiple large projects and oversee a global project team to change and move the business forward
• Be confident to present detailed recommendations to internal and external executive leadership and cross-functional business unit

What does Success Look Like?  

Holistic Review

  • Guide specialists to investigate merchant E2E, communicate and lead all roles of MRC - Risk, Relationship Manager, Sales, Negotiator, and Investigator
  • Serve as an expert SME decision maker and take ownership of Escalation Management

Merchant Education

  • Always put yourself in the merchant’s shoes and act as a strong partner.
  • Can effectively communicate to teammates how to influence the right outcomes, build relationships and consult with our Merchants, team and partners.


  • Demonstrate strong communications skills and effectively communicate with colleagues at all levels –teammates, peer leaders and management
  • Driven by results, you understand key metrics and can motivate others to achieve desired outcomes
  • Recognize the need for and can lead change management initiatives while maintaining teammate engagement


  • Have 8+ years’ experience within a customer support or financial institution, with experience in Fraud, Credit Risk, Transaction processing or Chargeback Processing
  • 5+ years’ supervisory experience
  • Bachelor’s Degree or equivalent experience (Master’s Degree preferred)
  • Strong written and verbal communication skills.
  • Ability to lead and influence a top performing team and take ownership of the impact your teams actions have on the overall business
  • Strong working knowledge of external systems and PC based internet and software applications (e.g. Internet, Microsoft Office).
  • Passionate about the development of others and driven by the success of those around you

Nice to have

  • An ability to be comfortable working within ‘gray’ areas of policy where outstanding decision-making quality is present.
  • An ability to learn and adapt to new software technologies.
  • The ability to work independently with a strong drive for results.
  • Experience with conflict management and interpersonal skills.

Travel required - 15%

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.