At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.

Job Description Summary: *To be considered for this position, you must reside in the state of Arizona or Nebraska* As a Customer Services teammate within Account Protection & Financial Services, your primary responsibilities will be assisting our customers and helping to resolve their inquiries. By using the latest in modern communication and technology tools, you will be able to provide our customers with accurate answers to their questions in both a quick and helpful manner. As a frontline teammate, you will be the primary point of contact for our customers – it is critical that you help provide them with predictable, compassionate, and timely resolution to their questions and inquiries while maintaining a positive and friendly attitude As an Investigations Specialist - you will deliver empowered effortless experience with practical solutions and proactive education to address future opportunities. Your role will focus on supporting customers with inquiries regarding payment problems, limitations and compliance concerns. Confidently work to resolve customer queries in real time or work with the most relevant PayPal department so it can be dealt with appropriately.

Job Description:

*To be considered for this position, you must reside in the state of Arizona or Nebraska*

Capabilities and Skills:

• Empathy and Customer focus
  • Genuinely care about helping customers to resolve their cases
  • Actively listen and ask questions in a positive and professional manner to find the quickest resolution
  • Communicate with clarity
  • Proactively recommend and educate the customer about features and benefits of PayPal products to improve their satisfaction and deepen their relationship with PayPal
  • Work independently while making sound business decisions for customers
• Adaptability
  • Ability to multi-tasking – multiple systems, screens, active listening
  • Comfortable working with tools and technology such as Microsoft Office, Google Chrome, etc
• Ethics, Values, and Integrity
  • Lead with respect, honesty, and accountability
  • Staying compliant with systems and processes along with maintaining data integrity
  • Adhere to internal processes to maintain confidentiality and security on accounts and work within Internal Guidelines
• Time Management
  • Follow through from start to end when helping a customer in the most efficient way possible
  • Adhere to schedule and metrics, such as average handle time
  • Using the right tool to complete tasks
• Team Player
  • Show respect to each other and customers
  • Actively contributes to the team to ensure success
  • Share knowledge with team on best practices
• Dependability and Reliability
  • Always follow up with a sense of urgency and drive results
  • Follow through on commitments and consistently meet deadlines

Experience:

• 12+ months of customer service experience required
• Excellent verbal and written communication skills
• Good problem solving and analytical skills
• Comfortable working in a high pressure, fast paced environment with competing priorities – able to shift focus based on organizational needs
• A technical mindset
• Ability to work to a clear set of targets and KPI’s

Education:

• High School Diploma or equivalent required

In order to work from home successfully, we are looking for you to accommodate the following:

• Must have a high-speed internet connection with a minimum of 100 Mbps download and 50 Mbps upload, for a single user, from a reliable internet provider.
• Equipment should be directly connected to a router/modem for best quality versus a wireless connection.
• All PayPal hardware you receive needs to be connected to a surge protector.
• Must have dedicated working space free of distraction and background noise.

Physical Requirements: This position requires sitting, typing and repetitive motions.

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:

To learn more about our culture and community visit https://about.pypl.com/who-we-are/default.aspx

PayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit paypal.com.

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.

As part of PayPal’s commitment to employees’ health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.