Consumer Complaints Program Analyst

PayPal

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 375 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.

PayPal’s Global Consumer Practices team is looking for an Analyst to join its Global Customer Complaints Program responsible for overseeing the company’s implementation of customer complaints management, including intake, analysis, and enterprise reporting on complaints.

Responsibilities:

This role will report to the Senior Manager for Global Customer Complaints, Compliance. Responsibilities include:

  • Collaborating with business units for implementation of processes to ensure that complaints intake, identification, analysis, and reporting satisfy policy requirements and global regulatory expectations
  • Ensuring that customer complaints management tools are efficient and effective at identifying consumer protection risks and potential product enhancements, including cutting-edge automated complaints management tools
  • Collaborating with teammates within Global Consumer Practices to monitor complaint activity for compliance with enterprise standards for fairness and anti-discrimination
  • Assisting in the preparation of complaints-related productions in response to external requests for data and reporting
  • Targeted analysis of customer complaints in response to stakeholder requests

Qualifications: Candidates should possess the following qualifications.

  • 5+ years of compliance, operational, or similar experience.
  • Experience developing and implementing project plans.
  • Experience implementing or overseeing implementation of customer complaints management processes, including root cause analysis and reporting.
  • Experience with global consumer protection laws and regulatory expectations applicable to financial services organizations and products, such as Fair Treatment of Vulnerable Customers, prohibitions on unfair, deceptive, and abusive acts and practices (UDAAP), and similar global obligations.
  • Familiarity with, and strong interest in, financial services technology, mobile and alternative payments, as well as emerging technology.
  • Ability to thrive in a fast-paced, changing environment.
  • Strong computer knowledge; excellent MS Word, Excel, Visio, and PowerPoint skills.

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 paypalglobaltalentacquisition@paypal.com.

R0065786

Job ID: 7158

Posted 18 days ago

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