Job Description
At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives. We’re a purpose-driven company, and our beliefs are the foundation of how we conduct business every day. We’re guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Collectively, these values inspire us to work together as One Team with our customers at the center of everything we do, and to take care of ourselves, each other, and the communities in which we live and work. We challenge the status quo, ask questions, and find solutions. Join us as we enable the hopes, dreams, and ambitions of millions of people around the world.
The BCSC (Business Control Service Center) Complaints Program is dedicated to improving the customer experience through identifying and reducing customer complaints. We accomplish this by thoroughly reviewing, analyzing, investigating, and documenting customer complaints. We leverage our complaint data to identify emerging issues and trends, pinpoint process and control gaps, share data and information with key stakeholders throughout the company, and provide required reporting to regulatory bodies.
The Complaints Analyst monitors and analyzes complaints to understand trends. They conduct deep dives to identify root causes and provide insights into process improvements, enhancements, and policy changes to reduce the recurrence of complaints. They partner with key stakeholders across the business to determine the best course of action to fix the customer pain point and help drive change to improve our customer experience and reduce complaints.
Core Duties:
- Perform weekly monitoring and analysis of complaints data to identify and understand potential trends and customer issues.
- Conduct deep dive research to pinpoint control gaps and breaks.
- Leverage complaints data and research findings to build compelling and actionable complaint stories.
- Develop relationships across the business; engage with business partners in strategic discussions to proactively identify opportunities to reduce customer pain points.
- Work with partners and stakeholders to implement process and product improvements and update policies and procedures to mitigate future complaints.
- Monitor complaint KPI’s post-change to ensure the actions taken were successful in reducing customer complaints.
- Prepare and deliver regular reporting and presentations related to the Complaints Program.
- Maintain a thorough understanding of complaint drivers across all PayPal Brands and functional areas.
- Provide ad hoc analyses and/or research issues as requested.
- Stay well-informed on operational processes and changes in the regulatory environment.
- Know and support company and departmental procedures; regularly review and ensure that specialists follow procedures, process flows and guidelines.
- Champion change in department/functional area by supporting others through the phases of change, communicate positively and consistently through the change.
- BS/BA Degree or relevant work experience
- 1+ years of relevant experience with banking laws/regulations preferred
- 1+ years of Complaints Management experience preferred
- Strong analytical, cross-referencing and deductive reasoning skills. Ability to problem-solve, review and analyze data, locate its source, effectively assess risk, identify root cause of issues and identify operational efficiencies.
- Ability to determine best course of action/make sound recommendations.
- Solid communication skills, both written and verbal, and the ability to build effective partnerships with stakeholders.
- Self-motivated. Able to work in a fast-paced environment while maintaining composure and able to make sound decisions under pressure.
- Demonstrated attention to detail and knowledge of multiple functions within the Global Operations organization.
- Understanding of PayPal services and products.
- Must display a high level of professionalism, sound judgment, commitment, integrity, teamwork, and customer service.
- Proven organizational skills.
- Ability to establish and maintain harmonious working relationships with co-workers and other business units.
- Advanced proficiency in Microsoft Excel with Intermediate skills in other Microsoft Office products (Outlook, Visio, Word, PowerPoint).
