Collections Representative

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:

The Collections Specialist is responsible for working with consumers to review the status of their current account, and address issues regarding overdue amounts. This can include servicing customer questions, reviewing account activity, and establishing a repayment agreement.

This job will contact customers using multiple platforms, including but not limited to, automated phone system, email and chat to negotiate payment plans and help them improve their account status. You will provide personalized solutions while ensuring compliance with relevant guidelines, focusing on fair treatment and support for all customers. Additionally, you will educate customers about different payment relief options and the impact on their credit scores, all while maintaining a positive attitude and meeting productivity and quality goals

Job Description:

Essential Responsibilities:

• Handle inbound calls to and from customers regarding their outstanding balances.
• Utilize multiple communication channels, including phone, email, and chat, to contact customers, provide support and respond to customer inquiries efficiently.
• Listen to customers' concerns and understand their financial situations to offer appropriate payment solutions.
• Negotiate payment plans and arrangements that align with company policies, regulatory requirements, and customers' abilities to pay.
• Maintain accurate and detailed records of customer interactions and payment agreements in the system
• Provide exceptional customer service by demonstrating empathy, patience, and professionalism in all interactions.
• Meet or exceed performance metrics for production and quality goals.
• Stay informed about company policies, procedures, and industry regulations related to collections.
• Proactively engage in self-development activities, that support your professional growth. including attending training sessions and workshops to enhance your skills and knowledge in collections and customer service
• Execute outbound calls, including escalation calls and priority customer requests.
• Support teammates' queries through chat.
• Provide peer-to-peer coaching and mentoring to new hires and team members who need attention in their performance.

Expected Qualifications:

• 2 years of relevant work experience

Preferred Qualification:

This role will allow you to assist in managing PayPal’s profitability and make a difference in the health of our business and engagement of our customers every day. Looking toward the future, as our business and customers evolve, the role that the collections team will evolve. The team continually works to identify challenges that come our way - and develop new strategies to ensure long-term stability and health of our business and our customers.

Your day-to-day

• Assist customer with disputes, inquiries and reconciling payments history.
• Review customer options and establish repayment plans that aligns with a customer’s current situation.
• Communicate the status of payment advances with customers.
• Maintain complete and accurate documentation of all communications with business owners related to discoveries and investigations.
• Identify common issues and market trends that could help develop strategies to improve customer engagement and outcomes.

What do you need to bring

• Experience: 3 years of collections, credit, or customer support experience.
• Education: High school diploma with equivalent collections experience required.
• Skills: Strong negotiation skills, banking and financial acumen, ability to multi-task while maintaining attention to details.
• Communication: Excellent oral and written communication skills; natural ability to engage, guide, and support consumer customers through complex and difficult financial discussions.
• Engagement: Ability to work independently, as well as collaborate as a team with all levels of the organization.

Your way to impact

• Training: Training will take place during the first 5 weeks of employment. Training is scheduled Monday - Friday from 7:00 AM to 3:30 PM MST.

• Post Training Shifts: This role offers a variety of shift timings from Monday to Friday, with no evening or weekend schedules.
• Location: This role is intended to be performed remotely from Arizona.
• Salary: This is an hourly role with a minimum rate of $23 per hour.
• Benefits: A full explanation of benefits offered can be found here: https://www.paypalbenefits.com/us

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 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.