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 Summary:

This role serves as the compliance contact for 2nd line program development and execution across Consumer Practices, Complaints, and Incident Management within Fair and Responsible Practices. It supports the Directors of Complaints and Consumer Practices in upholding Enterprise Complaint and Incident Management Policies, working closely with Legal, Compliance, and business teams. The role leads monitoring, testing, and analytics to identify trends and drive program enhancements.

Job Description:

Essential Responsibilities:

Identify issues and recommend best practices for risk management within the organization.Lead functional projects and programs that enhance risk assessment and mitigation efforts.Collaborate with teams to analyze business trends and their implications for risk management.Contribute to process improvements that enhance the effectiveness of risk management strategies.Provide guidance and support to team members in executing risk management initiatives.

Minimum Qualifications:

Minimum of 8 years of relevant work experience and a Bachelor's degree or equivalent experience.

Preferred Qualification:

Your way to impact:

This role will serve as one of the Compliance points of contact for the Enterprise Compliant and Compliance Incident Management programs within the Fair and Responsible Practices team. This role assists in the management of complaints and incidents to ensure policy adherence and regulatory compliance. In addition, this role will be instrumental in analyzing data and identifying trends and risks to enables prompt issue resolution to help minimize organizational risk. By driving monitoring, testing, and cross-functional collaboration, this role helps reduce risk, enhance control processes, and improve customer experiences.

Your day-to-day role with you will:

Review and assist in the triage of complaints for appropriate handling, tracking and escalation.Coordinate with Legal, Compliance, and business partners on complaint remediation efforts.Conduct monitoring and testing activities to ensure adherence to complaint policies and procedures.Develop and update analytical metrics using tools such as Power Bi to assist in complaint visualization of complaint trends and areas of focus.Analyze complaint and incident data to identify emerging risks, or areas of control and or process improvements.Support issue remediation by working with first line teams to track remediation process.Assist in preparing summaries, reports and presentations communicating complaint and incident management metrics.Foster close relationships across cross functional stakeholders and work collaboratively to enable compliant and customer centric solutions.Partner with the cross functional stakeholders to understand their needs and assist in identifying and developing process and control improvements.

What you need to bring:

Experience in complaint management, incident management, compliance, risk management or a related field.Proven experience in conducting monitoring, testing or quality assurance activities.Strong data analysis skills, with using tools such as Power Bi, Qualtrics, Excel, or other data visualization platforms.Strong understanding of enterprise complaint and incident management frameworks.Ability to interpret policy and regulatory requirements and apply them in practice.High energy and creativity, and the desire to work in a growing and changing environment.We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don't hesitate to apply.

Subsidiary:

PayPal

Travel Percent:

0

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PayPal is committed to fair and equitable compensation practices.

Actual Compensation is based on various factors including but not limited to work location, and relevant skills and experience.

The total compensation for this practice may include an annual performance bonus (or other incentive compensation, as applicable), equity, and medical, dental, vision, and other benefits. For more information, visit https://www.paypalbenefits.com.

The US national annual pay range for this role is $100,500 to $173,250

PayPal does not charge candidates any fees for courses, applications, resume reviews, interviews, background checks, or onboarding. Any such request is a red flag and likely part of a scam. To learn more about how to identify and avoid recruitment fraud please visit https://careers.pypl.com/contact-us.

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 paypalglobaltalentacquisition@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.