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 286 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.
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DO: Capitalize first letter of First and Last Name. Example: John Smith
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Job Description Summary:
The Chargeback Agent works chargebacks initiated by buyers through their credit card company. They use discretionary decision making skills, a thorough understanding of Seller Protection (including card scheme regulations and/or ACH Returns) and knowledge of the chargeback process to reverse funds and limit access to accounts in order to minimize or prevent loss.
Bring your enthusiasm for solving customer challenges to a team that cares deeply about consumer satisfaction. This isn’t a job where you just read a script – you are empowered to resolve our customer’s questions by using creativity and skill to provide compassionate, practical solutions. You’re unflappable and consistently good at turning today’s problems into tomorrow’s solutions.
Fluent Russian & English is a requirement for this role.
Review PayPal accounts that have been limited and determine the legitimacy of the account and account holder. Methods to accomplish this include reviewing faxed documentation such as driver’s licenses, credit card statements, bank account statements, utility bills, etc.,
Confirm account information using various websites, message and customer history in Kana, and account information in Admin Tools
Limit customer accounts when appropriate
Answer phone calls from Customer Service, other Operations departments, or Customer as needed
Place outbound phone calls to customers as needed in order to gather additional documentation when appropriate in order to effectively dispute a chargeback
Review Chargeback and/or ACH Returns received from credit card companies or financial institutions and accept or dispute the chargeback or ACH Return
Excellent interpersonal skills and ability to handle multiple queues and customer inquiries at once
Strong verbal (phone) communication skills: actively listen and speak clearly to customers
Strong written (email) communication skills: use proper grammar and punctuation
Ability to function in multiple telephone and email queues covering several product lines
Ability to learn and adapt to new software technologies
Strong working knowledge of external systems and PC based internet and software applications
(Internet, Microsoft Office - Outlook, Word, and Excel)