Complaints Expansion Analyst


Job Description

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 305 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.

At PayPal, we put people at the center of everything we do. Within the Internal Control First Line of Defense Center of Excellence (FLOD COE), our vision is a culture of risk awareness and comprehensive understanding of our operational processes through strong partnerships across the business that allow us to proactively minimize or eliminate any potential threats and help make PayPal a great and enduring company. As a FLOD COE Complaints Program Analyst, your primary responsibilities will be to assist the Complaints leadership team in building a robust and comprehensive complaints management program across the enterprise. This individual will assist in the socialization of program goals and partner with cross functional stakeholders to accomplish those goals. The Complaints Program Analyst will also develop and execute on project plans which outline milestones and deliverable dates. The Complaints Program Analyst will work closely with the FLOD Internal Controls Program leaders to enable program changes and expansion.

Core Duties:

  • Support the design, implementation and execution of ongoing complaints expansion activities.
  • Assist in integrating new markets, adjacencies and lines of business into the enterprise wide complaints management program.
  • Assist Complaints leadership in building successful project plans and drive for results.
  • Provide ad hoc analyses and/or research issues as requested by FLOD COE Leadership.
  • Manage the remediation of self-identified issues and management action plans in effort to build a robust and comprehensive program
  • Review existing business processes related to complaint identification and management, and identify potential areas for automation or process enhancements.
  • Document the end-to-end Complaints Management program across each market.
  • Champion change in department / functional area by supporting others through the phases of change, communicate positively and consistently through the change.
  • Build collaborative relationships with leaders across the PayPal enterprise, and look for opportunities to best support various functional areas.


  • Composure
  • Effective Communication Skills
  • Dealing with Ambiguity
  • Decision Quality (Problem Solving)
  • Process Management
  • Interpersonal Savvy
  • Presentation Skills
  • Drive for Results
  • Time Management
  • Functional/Technical Skills

Prerequisite Knowledge and Proficiencies:

  • Demonstrated attention to detail and knowledge of multiple functions within the PayPal organization.  
  • Solid communication skills, both written and verbal, and the ability to communicate with multiple stakeholders
  • Advanced analytical, cross-referencing and deductive reasoning skills.   Ability to problem-solve, review and analyze data, locate its source, effectively assess risk, identify root cause of issues and identify next steps.
  • Ability to determine best course of action/make sound recommendations for process enhancements.
  • Self-motivated.  Must be able to work in a fast-paced environment with frequent interruptions and work effectively under the pressure of deadlines.
  • Working knowledge of compliance requirements.
  • Must display a high level of professionalism, sound judgment, commitment, integrity, teamwork, and customer service.
  • Proven project management skills, organizational, communication both written and verbal, and the ability to communicate with several stakeholders.
  • Ability to establish and maintain harmonious working relationships with peers and partners.
  • Knowledge of internal systems and software (NICE, Kana, Intranet, Admin Tools, Attack) and ability to adapt to new internal processes and systems.
  • Advanced proficiency in Microsoft Excel with Intermediate skills in other Microsoft Office products (Word or PowerPoint).


  • 3+ years relevant experience
  • 1+ years of relevant experience with banking laws/regulations

Educational Requirements:

  • BS/BA Degree or equivalent work experience preferred

Physical Requirements

  • This position requires sitting, typing and repetitive motions.

Position Scope Details:

The above listed statements are intended to describe the general nature of work being performed within the role.  They are not intended to be construed as an exhaustive list of all the responsibilities, duties, and skills required, nor be the entire list of behaviors or expectations for which one may be measured upon within the performance review process.  Employees will be required to follow any other job related instructions and to perform any other job related duties requested by their leader.  Additionally, individuals need to be able to work any shift within a 24 hour period Monday through Sunday.

Our world-class culture is something we’re proud of. We’re committed to creating a thriving and inclusive workplace with great benefits including:

  • Excellent medical and dental benefits
  • Competitive salary
  • Savings plans with company match / Employee Stock Purchase Plan
  • Generous time off policies
  • Ongoing training, tuition reimbursement and support to help you realize your full career potential
  • Community fundraising and volunteer opportunities
  • PayPal’s sabbatical program provides four weeks of paid time off after every five years of service.
  • Active social groups

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 at


Job ID: 6286

Posted 14 days ago

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