Sr Specialist, Enterprise Servicing

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 ESS provides outbound/proactive and inbound/reactive support, maintenance and consultation, providing assigned merchants with effective issue resolution within established SLAs, supporting merchant servicing actions and ensuring operational excellence to maximize merchant health.

The individual acts as the first point of contact for all servicing requests and advocates for their assigned portfolio of accounts.

Job Description:

Essential Responsibilities:

• Develops strategic engagement plans that anticipate client needs and enhance satisfaction. Facilitates workshops or training sessions to deepen client relationships.
• Creates and implements communication strategies that promote clarity and engagement. Provides coaching to peers on effective communication techniques.
• Acts as a subject matter expert, guiding clients on advanced product applications and troubleshooting complex issues. Shares knowledge with team members.
• Acts as a subject matter expert, guiding clients on advanced product applications and troubleshooting complex issues. Shares knowledge with team members.
• Leads discussions on market trends that impact client strategies, offering proactive advice to help clients adapt to changes.
• Designs and implements comprehensive solutions that address complex client challenges, ensuring alignment with overall account strategies.
• Oversees resolution processes for high-impact client issues, ensuring thorough communication and follow-up with stakeholders.
• Develops systems to track and analyze client interactions, identifying patterns that inform proactive service interventions.
• Builds strong relationships with key clients, ensuring their voices are represented in organizational decisions and strategy.
• Analyzes feedback trends to identify areas for improvement and collaborates with cross-functional teams to implement changes based on merchant insights, enhancing overall service delivery.
• Proactively seeks and proposes tailored growth opportunities based on merchant needs and business goals, using data and insights to support recommendations.
• Develops and executes initiatives aimed at increasing merchant satisfaction, such as loyalty programs or customized service offerings, measuring their effectiveness through metrics.

Expected Qualifications:

• Minimum of 5 years of relevant work experience and a Bachelor's degree or equivalent experience.

Preferred Qualification

Responsibilities:

• Provide general (e.g., account configuration and transaction inquiries) and case (e.g., appeals request) account service
• Educate merchant on product and account operations best practice (e.g., help answer specific product questions directly or by connecting to SMEs)
• Drive continuous improvement in servicing metrics, including SLAs, ticket resolution, and operational contact volume and merchant satisfaction
• Address compliance, risk, and regulatory documentation tasks (e.g., PCI DSS compliance)
• Resolve merchant disputes/adjudications, including process documentation and communication
• Monitor and be ultimately accountable for customer service completion on lower complexity servicing intents
• Drive issue resolution for high complexity intents in partnership with specialist teams, Internal partners include Account Managers, Customer Service, Technical Account Managers, Pricing Operations, Finance, Risk, and Site Reliability Engineering.
• Manage case reviews, provide account support and configuration, handle compliance and risk documentation

Qualifications:

• Experience delivering client-focused solutions that meet customer needs
• Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)
• Experience in Looker, Tableau, other data visualization tool, or willingness to learn
• Prior payments industry experience preferred
• Demonstrable ability to clearly communicate, compellingly present to, and successfully influence key stakeholders across functions
• Experience successfully navigating matrixed, cross-functional team environments
• Ability to work at pace and tenaciously pursue resolution of complex issues
• Bias towards action and desire for continues learning and development

Subsidiary:

PayPal

Travel Percent:

0

PayPal is committed to fair and equitable compensation practices.

Actual Compensation is based on various factors including but not limited to work location, and relevant skills and experience.

The total compensation for this practice may include an annual performance bonus (or other incentive compensation, as applicable), equity, and medical, dental, vision, and other benefits. For more information, visit https://www.paypalbenefits.com

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The US national annual pay range for this role is $94,000 to $156,200

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

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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

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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

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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

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We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.