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 244 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.
As an ICA Specialist, you will be responsible for providing world class customer support and guidance to both our internal and external customers by working within the PayPal Escalation Tool.
Extensive business area knowledge is required to help teammates review, research, and execute actions in helping to resolve customer inquiries.
You will support your team by working queues, addressing teammates questions, resolving escalations, conducting quality reviews, providing teammates with clear constructive feedback, leading team learning sessions, and assisting in other assigned projects such as product testing or feedback.
An ICA Specialist keeps current on PayPal products, policies, and procedures. Additionally, an ICA Specialist fosters a collaborative environment, coaches their team and encourages them to learn, and improve.
The duties require independent judgment, analytic thinking, detail orientation, time management, self direction, and flexibility.
ICA Specialists need excellent interpersonal skills both spoken and written, to facilitate mentoring and teaching required within the team, as well as interaction with other PayPal departments and customer contacts.
Provide quality mentoring to all new agents who join the department. This will involve working one-on-one and in small or large groups, monitoring, documenting and maintaining records of the new hires mentoring performance and progress providing regular feedback to the manager and relevant Team Leader. (10%)
Act as an escalation point for agents when they are faced with challenging customer contacts. Provide continuous mentoring and assistance to both agents within the business departments and within the ICA, analyzing employee training needs and requests.
Maintain departmental standards for Production, Quality, and Customer Satisfaction as communicated by your Superiors. Answer phone calls and emails in production as required by business. (60%)
Provide feedback to management regarding necessary changes and updates; including product related policies and procedures, upgrades, and customer care issues. (5%)
Proactively communicate with operational support departments in identifying and resolving issues. (5%)
Proactively recommend and educate the customer about features and benefits of products in order to improve their satisfaction and deepen their relationship with PayPal.
In undertaking this duty you will use Compass and IT systems to recognize the opportunities and transition the call. As an ICA Specialist, you will ensure they are educated on the campaign that is available to them and your eligible, offered, and acceptance metrics will be shared with you on a weekly basis (20%)
3+ years relevant experience to include 12 months experience in one or more of the following areas : Customer Service, Fraud Investigation, Card Issuing and or merchant acquiring Credit Card, Transaction Processing, GL Reconciliation, Account Processing, Chargeback Processing, Debit Card Reconciliation, Account Processing, ACH.
12 months PayPal experience preferred
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.
Individuals seeking employment at PayPal are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.
You have the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity / Affirmative Action record keeping, reporting, and other legal requirements.