The Company

PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy.

We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.

We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards. Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade.

Our beliefs are the foundation for how we conduct business every day. We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.

Job Summary:

As a GCCA Specialist, you will review and respond to customer complaints received from internal departments, all levels of management, and external and regulatory agencies. This position requires you to work very closely with all departments within PayPal. All complaints need to be logged into the internal complaint handling database and a root cause identified.

A Specialist within GCCA is a person who enjoys seeking out persistent problems and fixing them once and for all. The Specialists analyse customer feedback and share it with multiple teams so everyone can make better decisions. On this team, everything you do will be focused on resolving our customer’s complaints and identifying innovations that improve our customer experience

Job Description:

Your way to impact

You have the potential to impact customers who often see us as decision-makers who will have the expertise and empathy required to look at their cases and concerns. They expect the highest quality of service from our team.

You also can work with our customers directly and prevent them from having to resort to a regulatory inquiry.

As a GCCA specialist, you are in a unique position to spot where we have company-wide opportunities with our products and processes and can collaborate with our Analyst teams to raise these observations and root cause analysis. An investigative and curious mindset is a plus.

Your day to day:

Respond to Complaints received through all available escalation queues by using the most customer-focused servicing channel (phone, email etc.)

Issue PayPal’s final responses on escalations

Ensure 100% accuracy when completing Root Cause Analysis

Become a case owner & ensure case resolution at first touch to avoid further escalations

Use your team, peers and network to get to the true root cause of complaints

What do you need to bring:

2+ years of relevant experience, including at least one year of experience in Customer Service or Back-office teams, is essential

1+ years relevant experience in a Complaints environment is desirable

Excellent business writing abilities and the ability to communicate effectively via email transmission by utilizing proper grammar and punctuation skills

Ability to communicate effectively via telephone by utilizing soft skills, active listening, and speaking to customers

Ability to handle multiple complex and high-priority tasks simultaneously

Ability to make discretionary decisions based on research. A certain degree of creativity and latitude is required

Ability to learn and adapt to new software technologies

Strong working knowledge of external systems and software applications

Preferred Qualification:

- Experience in PayPal Credit, Risk merchant services.

- English and a second EU language preferable

Subsidiary:

PayPal

Travel Percent:

0

PayPal does not charge candidates any fees for courses, applications, resume reviews, interviews, background checks, or onboarding. Any such request is a red flag and likely part of a scam. To learn more about how to identify and avoid recruitment fraud please visit https://careers.pypl.com/contact-us.

For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.

Our Benefits:

At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com.

Who We Are:

Click Here to learn more about our culture and community.

Commitment to Diversity and Inclusion

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.

Belonging at PayPal:

Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.

Any general requests for consideration of your skills, please Join our Talent Community.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.