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:
Dispute Resolutions Process Improvement Specialist has the responsibility to evaluate the procedures and policies followed by every teammate and senior agent to align employee performance with business goals. Dispute Resolutions Process Improvement Specialist will be responsible for reviewing the consistency of the processes followed by all teammates and senior agents on an ongoing basis. They will be involved in identifying additional needs and trends as they arise and communicating them to the supervisors, education professionals and teammates. The Process Improvement Specialist will also be responsible for keeping current on all procedures and processes that fall under the realm of the Protection Services and Chargebacks and their relationships with other departments such as Customer Solutions and Merchant Services by participating in meetings, and case studies as required. This position requires excellent interpersonal skills both spoken and written, to facilitate communications within the team, as well as interaction with other PayPal departments and Management.
Job Description:
Core Duties:
·Provides new and existing employees with consistency checks based on their individual skill level and task and communicates outcomes to management. (50%)
·Provides coaching and mentoring to Protection Services and Chargebacks Teammates to aid in their efficiency. (15%)
·Participates in meetings, trainings and other special projects to support Chargebacks and Protection Services and our partners such as Customer Solutions, Account Management, Merchant Solutions, BRM and SRM. (5%)
·Consults with leadership team to advise leadership on improving and achieving goals by attending team learnings and stand-ups for each team, identify current and future needs and recommends and implements solutions to close gaps. (10%)
·Maintains open lines of communication with OE partners to identify current and future needs of processes and procedures updates and makes recommendations for improvement. (10%)
·Demonstrates excellent quality and knowledge in all task areas and job related duties of the Protection Services and Chargebacks departments. (10%)
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
·Must possess public speaking and oral presentation skills.
·Ability of leadership, organization, and time management skills
·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, and Access Database).
·Basic Knowledge of internal systems and software (Kana, Intranet, Admin Tools, Attack, PET, PDA3).
Requirements:
·6+ years relevant work experience required
·12+ months experience in one or more of the following areas required: Disputes, Chargebacks, Protection Services
·Experience in an Internet company or financial institution preferred
·Experience using MacroExpress or a similar product preferred
·High School Diploma or educational equivalent
·Bachelor’s Degree or equivalent work experience Preferred
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.
