Customer Solutions Agent

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 Credit Services Agent for the UK market within Global Operations, you must work in a ring-fenced team providing excellent customer service to our internal and external customers. These responsibilities include responding to customers' credit inquiries primarily by telephone and with some messaging. The role requires a high level of integrity, flexibility, adaptability and variety. You will be responsible for dealing with customer requests to decrease their credit limits, waiving fees and interest, taking and allocating payments over the telephone, walking a customer through their credit statements and helping customers who may be experiencing financial difficulties, but are not in Collections. You will also deal with PayPal general customer service inquiries to avoid transfers and to improve the customer experience.
A Credit Services Agent for the UK market must be customer-focused, organized, efficient, driven, and adaptable, have excellent communication skills, exhibit analytical skills, adapt well to change, and thrive in a collaborative team environment.
Your Day to Day Responsible for working and responding professionally to customer inquiries via multiple communication channels primarily inbound telephone calls with some messaging included.Making outbound calls to customers to help resolve issues in the most efficient and customer-friendly mannerEffectively identify problems and issues by performing relevant research using the appropriate toolsEffectively work and respond to processes within the regulated requirements and timelines, keeping in mind the financial and reputational risksProviding feedback to management regarding necessary changes and updates; including policies, upgrades, and customer care issuesDeciding on the outcome of complex issues keeping in mind that decisions may impact customer retention, PayPal loss or savings, as well as result in legal action or reputational damageWhat you need to bring Experience in one or more of the following areas: Customer Service, Call Centre, Credit Services, Lending, Transaction Processing, Account Processing or Debit ServicesExperience in a financially regulated environment is desirableAbility to communicate effectively via telephone by utilizing soft skills, active listening and speaking to customersAbility to communicate effectively via messaging by utilizing proper grammar and punctuation skillsAbility to handle multiple complex and high-priority tasks simultaneouslyAbility to make discretionary decisions based on research and within the regulationsWell-developed sense of urgency and follow-throughProficiency in the use of computer systems with the ability to learn and adapt to new software technologiesCompetencies Strong customer focus, putting the customer at the heart of what we doAbility to manage your time effectivelyExperience working with targets with a strong drive for resultsExcellent listening skillsComposureProblem-solving skillsIntegrity and trustAbility to demonstrate ethics and valuesAction-orientedAdditional Job Description: Subsidiary: PayPal
Travel Percent: 0
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.
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 ******.
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.
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