Who we are
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 392 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.
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Job Description Summary:
As a Chargeback Agent, you will be responsible for working chargeback's initiated by buyers through their credit card company. This will require you to use discretionary decision-making skills in reversing funds and limiting access to accounts in order to minimize or prevent loss. It’s critical that a Chargeback Agent has a thorough understanding of Seller Protection and knowledge of the chargeback process, including card scheme regulations and/or ACH Returns. A Chargeback Agent has excellent interpersonal skills and is able to handle multiple queues & customer inquiries at once
Job Description:
Core Duties
Review PayPal accounts with limited access and determine the legitimacy of the account and account holder. Methods to accomplish this include reviewing faxed documentation including: driver’s licenses, credit card statements, bank account statements, utility bills, etc., various websites to confirm information on an account, message and customer history in Kana, and account information in Admin Tools. (40%)
Limiting customer accounts when appropriate. (10%)
Answer phone calls from Customer Service, other Operations departments, or Customer as needed (5%)
Place outbound phone calls to customers as needed in order to gather additional documentation when appropriate to effectively dispute a chargeback. (5%)
Reviewing Chargeback and/or ACH Returns received from credit card companies or financial institutions and accept or dispute the chargeback or ACH Return (40%)
Prerequisite Knowledge & Proficiencies
Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers
Strong written (email) communication utilizing proper grammar and punctuation
Ability to function in multiple telephone and email queues covering several product lines
Ability to learn and adapt to new software technologies
Strong working knowledge of external systems, PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, Excel).
Basic Knowledge of internal systems and software (Kana, Intranet, Admin Tools, Attack).
Experience
12+ months relevant experience required
Educational Requirements
High School Diploma or equivalent Required
Physical Requirements
The position requires sitting, typing and repetitive motions
Subsidiary:
PayPal
Travel Percent:
0
Primary Location:
Guatemala City, Guatemala, Guatemala
Additional Locations:
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 atpaypalglobaltalentacquisition@paypal.com.
