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:

As a Business Relationship Expert, your role is to deliver world-class customer experiences to engaged PayPal merchants. Your end-to-end support for merchants throughout their journey will showcase strong ownership and communications skills by excelling in customer interactions and providing effortless experiences. As a merchant advocate, the Business Relationship expert will closely work to resolve customer queries and foster long-term, mutually beneficial partnerships.

Job Description:

Preferred Qualification:

Core Duties:

• Answer phone calls and/or emails from customers to resolve their queries in real time or work with the most relevant PayPal department so it can be handled in a timely manner

• Deliver on metrics for productivity and quality for example phone handle time, quality assessment, customer satisfaction etc.

• Tracks inquiries to their resolution; escalating i

• ssues when necessary.

• Documents responses and logs as required according to our workflows.

• Follow up to process tickets and transaction requests getting back to the customer in a timely manner.

• Perform other duties and required.

• Skills Required:

• Strong working knowledge of PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, Excel)

• Strong verbal (phone) communication skill

• s utilizing active listening and clearly speaking to customers

• Strong written (email) communication utilizing proper grammar and punctuation

• Ability to work independently while making sound business decisions on case information

• Well-developed sense of urgency and follow through

• Ability to multitask using multiple systems, screens, and tasks during customer contacts

• Time Management and adherence to schedules

• Ability to learn and adapt to new software technologies

Leadership Principles:

• Put People First: Provide and seek constructive feedback – clear is kind; Choose Inclusion and foster belonging

• Work Customer Back: Focus on our customers’ greatest needs, sweating every detail; Solve with tech and innovation; Create simple and valuable customer experiences

• Win Together: Do the right thing; Operate with velocity and an ownership mindset; Deliver great end-to-end results; Work as One PayPal

• Research

  • Understand the issues behind a customer inquiry 

  • Driven by curiosity – Self-starter with continual interest in learning 

• Resolve

  • Use problem-solving, analytics, and intuitive skills to follow logic and offer good solutions 

  • Ability to work independently while making sound business decisions on case information

• Innovate:

  • Proactively look for ways to improve internal processes 

  • Work hard / play hard – Fast-paced paced yet fun working environment 

  • Be a Team player - We win as a team 

Competencies:

• Customer focus

• Strong listening skills

• Problem solving & solutions-oriented

• Remains calm under pressure

• Drive for results

• Functional / technical skills

• Upholds strong ethics and values, integrity and trust

Capabilities and Skills:

Empathy and Customer focus

• Communicate with clarity

• Genuinely care about helping customers to resolve their cases

• Actively listen and ask questions in a positive and professional manner to find the quickest resolution

• Work independently while making sound business decisions for customers

• Proactively recommend and educate the customer about features and benefits of PayPal products to improve their satisfaction and deepen their relationship with PayPal

Adaptability

• Comfortable working with tools and technology such as Microsoft Office, Google Chrome, etc

• Ability to multi-tasking – multiple systems, screens, active listening

Ethics, Values, and Integrity

• Lead with respect, honesty, and accountability

• Adhere to internal processes to maintain confidentiality and security on accounts and work within Internal Guidelines

• Staying compliant with systems and processes along with maintaining data integrity

Time Management

• Adhere to schedule and metrics, such as average handle time

• Using the right tool to complete tasks

• Follow through from start to end when helping a customer in the most efficient way possible

Team Player

• Actively contributes to the team to ensure success

• Share knowledge with team on best practices

• Show respect to each other and customers

Dependability and Reliability

• Follow through on commitments and consistently meet deadlines

Subsidiary:

PayPal

Travel Percent:

0

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 [email protected].  

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.