Risk Operations Analyst 1

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 Description Summary:

Job Description:

Your way to impact

The role will act as the key review person and consultant to Account Managers. This role will also define existing pain points and actively work with project managers and technical support to explore and create solutions to delight our customers.

Your day-to-day

Provide consultation service to Account Managers whilst conducting on-boarding.

• Proactively offer independent prospecting consultation services related to your designated portfolio.

• Manage the relationship between Merchant Services and CIP by closing ambiguity in processes.

• Manage merchant escalations end to end in a timely manner and within agreed SLA.

• Use your extensive business area knowledge to provide education sessions as part of escalation debriefs and post mortems.

• Identify opportunities for process improvements and drive those to completion whilst partnering with the CIP PMs to execute.

• Create/maintain and explore opportunities to revise CIP SOPs that benefits customers and account managers.

• Lead CIP overview to newly on-boarded Merchant Service teammates.

• Assist management in special projects, reports, training and/or briefings regarding regulatory compliance.

What do you need to bring

• Proficiency in Chinese languages.
• Subject matter expert in CIP.
• Demonstrated attention to detail and knowledge of multiple workflows within CIP with a sense of urgency and follow-through.
• Must display a high level of professionalism, sound judgment, critical thinking, commitment, integrity, teamwork, and customer service.
• Strong verbal and written communication skills.
• Ability to make discretionary decisions based on research. A certain degree of creativity and latitude is required.
• Ability to learn and adapt to change.
• Flexibility regarding working hours required. Follow the sun escalation process requiring out of hours escalation support occasionally.

• 48+ months experience in CIP preferred. 
• 3+ years’ related professional experience in one or more of the following areas: customer services, financial services, fraud investigation, card issuing, protection services, chargebacks.
• Bachelor’s Degree or equivalent work experience.

Competencies:

• Customer Focus.

• Decision Making.

• Functional/ Technical Skills.

• Learning on the Fly.

• Integrity & Trust.

• Problem Solving.

• Drive for Results.

• Dealing with Ambiguity.

• Organizational Agility.

• Relationship Building

• Stakeholder Engagement

• Influential

Additional Job Description:

Subsidiary:

Travel Percent:

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 talentaccommodations@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.