Lead Coordinator, Risk Operations

Job Summary:

This job demonstrates proficiency and efficiency in reviewing customer accounts related to one or multiple designated areas such as: identity verification, sanctions, disputes, chargebacks, abuse and fraud. You are expected to propose efficiency improvements for the process, SOP, tools, or program and participate in related projects. Additionally, you need to provide subject matter guidance to your peers, and work customer escalations when required.

Our team collaborates closely with Merchants in the Small-Medium Business Seller Segment, performing holistic risk reviews through various workflows that carefully balance risk assessment with the merchant experience. This role involves vetting merchants during new account onboarding and continuously monitoring accounts throughout their lifecycle to assess risk indicators. You will evaluate the merchant’s identity, intent, business model, and financial stability to identify and mitigate potential risks effectively. The position requires working independently and confidently navigating ‘gray’ areas of policy by exercising sound judgment and decision-making skills. You will manage multiple queues and diverse tasks simultaneously, demonstrating urgency and thorough follow-through to maintain a high standard of risk management and customer service.

Job Description:

Essential Responsibilities:

• Skilled and fluid switching in multiple workflows, queues and programs
• Undertakes ad hoc asks like training/mentoring, support remediation activities, etc.
• Meet/Exceed performance Expectations
• Ensure customers are compliant with PayPal Policy as defined in PayPal's Terms of Use
• Complete secondary reviews where applicable
• Work on VP+ Escalations when required
• Support functional-area business reviews and proactively identify process/policy/KPI improvement opportunities
• Apply analytic techniques to standard information sets in order to make logical and supported decisions.
• Undertakes ad hoc asks like training/mentoring, support remediation activities, etc
• Advanced understanding of risk operations policies and procedures

Minimum Qualifications:

• Minimum of 3 years of relevant work experience

Preferred Qualification:

• This role has a flex schedule requirement – Saturday and Sunday coverage so weekend staffing required
• Flex schedule can be Thursday - Monday or Friday – Tuesday schedule as both are still a 5 day a week schedule

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.