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 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, while meeting 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

Expected Qualifications:

• 1 year of relevant experience

Additional Responsibilities & Preferred Qualifications:

Location: Work From Home

Your day to day:

• Reach out to customers via an automated Dialer system, inbound calls, and email transmission to establish affordable payment solutions for their accounts.
• Construct individually tailored solutions while following all local laws and regulations regarding Collections and Debt recovery.
• Maintain and promote a positive attitude while achieving the Right Customer Outcome and quality goals.
• Display initiative to take on additional responsibilities geared towards professional growth and development.
• Identify and guide Vulnerable customers to achieve the Right Customer Outcome
• Identify payment options on past due accounts to bring accounts in positive standing as well as construct individually tailored solutions for all facets of the customer’s repayment management through the use of education and debt repayment plans.
• Signpost customers to the correct plan to suit their needs.
• Discuss affordability testing tailored to meet the customer's circumstances.

What you need to bring:

• Fluent in Spanish and English (written and verbal)
• Strong Customer focus - Excels at customer interaction, exhibits creativity and skill in delivering practical solutions and thrives in a collaborative team environment.
• Strong verbal (phone) & written (email) communication skills: actively listen and speak clearly to customers and use proper grammar and punctuation.
• Strong working knowledge of external systems and PC-based internet and software applications (The Internet, Microsoft Office - Outlook, Word, and Excel)
• Ability to adapt to an ever-changing environment that requires flexibility, especially around processes and shifts (which are subject to change, and which can include Weekend work and some late evenings)
• Reliable High-Speed Internet: Ensure you have a stable and high-speed internet connection to support uninterrupted communication and work activities.
• Demonstrate a strong commitment to understanding and meeting the needs of customers in compliance with FCA guidelines and consumer duty.
• Secure and Private Workspace: Create a designated workspace that is free from distractions and provides a secure environment for handling sensitive customer information.

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.