Business Relationship Expert

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 Description Summary:

As a Business Relationship Expert, your role is to deliver world-class customer experiences to engaged PayPal merchants. Your end-to-end support for merchants throughout their journey will showcase strong ownership and communications skills by excelling in customer interactions and providing effortless experiences. As a merchant advocate, the Business Relationship Expert will closely work to resolve customer queries and foster long-term, mutually beneficial partnerships by finding solutions to the customers' needs.

Job Description:

At PayPal, we LOVE our customers and are looking for bright, talented individuals who are as passionate about our customers as we are.

A teammate within the Business Relationship Expert organization excels at customer interactions, exhibits creativity in delivering practical solutions, and thrives in a quick-paced and collaborative team environment.

Your way to Impact:

- Research: Effectively conduct outreach and respond to inquiries with PayPal merchants via chat and phone communication channels.
- Mentor: Proactively mentor our merchant customers through their PayPal journey by giving guidance on simple integrations, purchase & seller protection, as well as claim management processes.
- Innovate: Embracing a creative and innovative approach with a full set of tools, resources, and technology to achieve comprehensive solutions.

Keys to success:

- Team player - We win as a team.
- Excellent communicator – A natural at engaging and connecting.
- Driven by curiosity – A self-starter with continual interest in learning.
- Work hard / play hard - Enjoys a fast-paced, yet fun working environment.
- Ability to work independently while making sound business decisions on case information.
- Has passion for Customer Service and helping clients.

In your day-to-day role you will:

- Provide world-class customer service to engaged merchants.
- Responsible for working and responding professionally to customer inquiries via multiple communication channels e.g. inbound telephone calls and Async Messaging.
- Deliver “One Stop Shop” level of service to the merchants by resolving simple to complex contact types from Account Management, Disputes, Payments, Limitations, etc.
- Try all avenues to solve a customer’s issue, but if you can’t, explain why with an empathetic ear.
- Effectively identify problems and issues by performing relevant research using the appropriate tools.
- Complete outbound calls to merchants to fully resolve issues in the most efficient and customer-friendly manner.
- Enlighten merchants about the product and value offerings at PayPal, showcasing how they can contribute value or overcome barriers. Proactively recommend and educate the customers about features and benefits of products in order to improve their satisfaction and deepen their relationship with PayPal.
- Meet or exceed performance metrics for customer experience, resolution rate, handle time, etc. as specified for GCS.
- Collaborate with stakeholders, escalate feedback, and build partnerships to champion process and drive proactive initiatives.
- Be curious by proactively asking the customer questions on how they use their account to understand their needs & to identify any opportunities PayPal can provide.
- Potential to partner with our Sales executive team to expand business within our customer base.

What you need to bring:

- Experience: 3-4 Years relevant experience. At least 24 months of Financial service industry or call center environment is preferred, with knowledge of the following areas: Technical or Product Support, Credit Fraud or Credit Risk, Sales (commission-based, quota-based, up-selling, cross-selling), Marketing and business development.
- Education: High school diploma or equivalent.

Skills/Competencies:

- Ability to communicate effectively via telephone by utilizing soft skills, active listening, speaking to customers with an empathetic and patient demeanor, with a strong ability to build rapport and establish trust with customers.
- Ability to communicate effectively via email by utilizing proper grammar and punctuation skills.
- Ability to handle multiple complex and high-priority tasks simultaneously.
- Ability to make empowered decisions based on research and within the policies and procedures.
- Proficiency in the use of computer systems with the ability to learn and adapt to new software technologies.
- Problem Solving: Appetite to troubleshoot with correct solutions using tools, resources, and technology. Should have solid customer/stakeholder/account management skills with strong drive to help in terms of troubleshooting merchant concerns.
- Agility: Prioritize and manage time efficiently by adhering to clearly defined KPIs.
- Adaptability: Learning on the fly, multi-tasking, and efficiently using tools to identify and solve complex problems.

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

Additional Job Description:

Subsidiary: PayPal

Travel Percent:

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 share 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 talentaccommodations@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.

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