דרושים ב-Paypal ב-Brazil, São Paulo

Core Duties:

• Answer phone calls and/or emails from customers to resolve their queries in real time or work with the most relevant PayPal department so it can be handled in a timely manner

• Deliver on metrics for productivity and quality for example phone handle time, quality assessment, customer satisfaction etc.

• Tracks inquiries to their resolution; escalating i

• ssues when necessary.

• Documents responses and logs as required according to our workflows.

• Follow up to process tickets and transaction requests getting back to the customer in a timely manner.

• Perform other duties and required.

• Skills Required:

• Strong working knowledge of PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, Excel)

• Strong verbal (phone) communication skill

• s utilizing active listening and clearly speaking to customers

• Strong written (email) communication utilizing proper grammar and punctuation

• Ability to work independently while making sound business decisions on case information

• Well-developed sense of urgency and follow through

• Ability to multitask using multiple systems, screens, and tasks during customer contacts

• Time Management and adherence to schedules

• Ability to learn and adapt to new software technologies

Leadership Principles:

• Put People First: Provide and seek constructive feedback – clear is kind; Choose Inclusion and foster belonging

• Work Customer Back: Focus on our customers’ greatest needs, sweating every detail; Solve with tech and innovation; Create simple and valuable customer experiences

• Win Together: Do the right thing; Operate with velocity and an ownership mindset; Deliver great end-to-end results; Work as One PayPal

• Research

  • Understand the issues behind a customer inquiry

  • Driven by curiosity – Self-starter with continual interest in learning

• Resolve

  • Use problem-solving, analytics, and intuitive skills to follow logic and offer good solutions

  • Ability to work independently while making sound business decisions on case information

• Innovate:

  • Proactively look for ways to improve internal processes

  • Work hard / play hard – Fast-paced paced yet fun working environment

  • Be a Team player - We win as a team

Competencies:

• Customer focus

• Strong listening skills

• Problem solving & solutions-oriented

• Remains calm under pressure

• Drive for results

• Functional / technical skills

• Upholds strong ethics and values, integrity and trust

Empathy and Customer focus

• Communicate with clarity

• Genuinely care about helping customers to resolve their cases

• Actively listen and ask questions in a positive and professional manner to find the quickest resolution

• Work independently while making sound business decisions for customers

• Proactively recommend and educate the customer about features and benefits of PayPal products to improve their satisfaction and deepen their relationship with PayPal

Adaptability

• Comfortable working with tools and technology such as Microsoft Office, Google Chrome, etc

• Ability to multi-tasking – multiple systems, screens, active listening

Ethics, Values, and Integrity

• Lead with respect, honesty, and accountability

• Adhere to internal processes to maintain confidentiality and security on accounts and work within Internal Guidelines

• Staying compliant with systems and processes along with maintaining data integrity

Time Management

• Adhere to schedule and metrics, such as average handle time

• Using the right tool to complete tasks

• Follow through from start to end when helping a customer in the most efficient way possible

Team Player

• Actively contributes to the team to ensure success

• Share knowledge with team on best practices

• Show respect to each other and customers

Dependability and Reliability

• Follow through on commitments and consistently meet deadlines

Our Benefits:

Any general requests for consideration of your skills, please

Essential Responsibilities:

• Implement a multi-phased strategy to enhance the overall customer experience.
• Identify customer pain points and develop data-driven improvement strategies.
• Lead cross-functional teams to prioritize and execute customer-focused initiatives.
• Collaborate with internal teams to identify opportunities for improving the customer journey.
• Leverage data and analytics to assess costs, measure performance, and report on business impact.
• Manage complex programs by documenting service capabilities and driving innovation.
• Create and present business cases, projects, and analyses in a clear and compelling manner.

Expected Qualifications:

• Minimum of 8 years of relevant work experience and a Bachelor's degree or equivalent experience.

Core Duties Continued:

• Fluency in both Portuguese and English languages
• Experience leading a team of customer service specialists, and supporting outsource partners
• Obtain Ombudsman Certificationevery three years
• Stay informed of changing regulatory requirements to ensure Ombudsman cases are handled appropriately and in line with current standards
• Provide weekly reconciliation of Ombudsman cases to ensure they are properly entered intothe Atheneticketingsystem as required and are categorized properly as Ombudsman or non-Ombudsman cases
• Monitor Ombudsman phone calls for quality and resolution of customer issues; complete quality evaluations for teammates
• Disclose breaks in the process to the Ombudsman Director, such as if calls are not properly recorded, as required
• Present results from the Ombudsman complaints channel monthly to Legal, Finance, and Compliance
• Provide semi-annual presentation to Audit
• Strong communication skills in all formats (verbal, written) and ability to effectively communicate with all organizational levels
• Effective presentation skills & ability to communicate effectively to stakeholders and partners

Technical Experience:

• Proficiency in external systems (Internet, Office Applications), and intermediate knowledge of applicable or relevant internal systems and software

Our Benefits:

Any general requests for consideration of your skills, please

Essential Responsibilities:

• Lead complex projects of diverse scope, driving legal initiatives that support business growth and innovation.
• Participate in complex problem resolution, providing expert legal advice on high-stakes issues and disputes.
• Provide expert legal advice and support, particularly in areas experiencing significant growth such as compliance, data privacy, and litigation support.
• -Ensure compliance with relevant laws and regulations, advising on the implementation of new legal technologies and automation tools.
• Manage legal risks and safeguard PayPal's legal interests, developing comprehensive risk management frameworks.
• Represent PayPal in litigation and other legal proceedings, leading case strategies and ensuring effective representation.

Minimum Qualifications:

• Minimum of 12 years of relevant work experience and a Juris doctorate or equivalent degree

Preferred Qualification:

Juris Doctorate or equivalent degree.  Admitted to practice in Brazil.

Exceptional writing skills, with attention to detail and ability to generate creative original drafted documents.

Ability to handle multiple assignments simultaneously, with effective resolution of conflicting priorities.

Our Benefits:

Any general requests for consideration of your skills, please

Job Description:

The MCO roles require a great ability to understand complex regulatory compliance policies and keep abreast of changes, influence leaders internally and regulators externally, communicate clearly and concisely and have strong industry and business acumen. Roles & responsibilities include:

• Delivering on the regulatory requirements for PayPal in Brazil, this position is responsible for support of second line development and oversight of the Risk and Compliance Management Program via a data-driven approach that meets both the PayPal global framework and all local regulatory requirements.
• Providing guidance to business partners relating to the development of controls for critical business processes to mitigatecompliance/operational
• Assisting in execution of the compliance risk assessments.
• Supporting ongoing and targeted compliance monitoring and/or testing.
• Providing ongoing support of business unit’s issue management and remediation efforts.
• Assisting with the development of SOPs and applicable policies.
• Providing business with guidance and oversight of new product development initiatives.
• Preparing periodic reports summarizing the business units’ risk and control environment.
• Engaging key Risk and Compliance program stakeholders to help support business unit initiatives.
• Lead local projects and initiatives, and support and provide input into global projects and initiatives.
• Develop and maintain excellent working relationships across global, operational, and functional staff supporting PayPal do Brasil Instituicao de Pagamento Ltda
• Enhance general risk management and compliance culture within the business.

Qualifications/Education/Experience/Skills:

Industry Acumen

• Deep knowledge of Brazil financial services/payments regulatory environment, including significant knowledge of anti-money laundering programs, corporate governance, regulatory reporting obligations, consumer protection and privacy.
• 10+ years of experience in demonstrating leadership in building complex Compliance Programs.
• To quickly identify and bring external perspectives, particularly when developing policies, procedures, and best practices for compliance
• To be able to dynamically help evolve the compliance program with changes in industry guidance, norms and expectations
• To effectively analyze regulatory risks in complex business processes, and recommend controls to mitigate those risks.

Compliance Acumen

• To provide compliance leadership for products and jurisdictions
• To provide intel on emerging compliance risks
• To identify new/changing compliance requirements and connecting those requirements to the specifics of PayPal
• To help FLOD and SLOD stakeholders understand and address the nuanced compliance requirements for the respective products and jurisdictions
• Extensive experience with regulators and the regulatory exam process, ideally within the Financial services and/or Fintech industry.

Business Acumen

• To embed compliance considerations early in the product development lifecycle
• To understand the impact a changing business has on compliance requirements
• To provide a deep level of context, directly applicable to the business
• To take ownership of outcomes and the ability to work with business unit teams to address issues and drive performance.
• High energy and creativity, an entrepreneurial spirit and the desire to work in a growing and changing environment.
• To effectively work within a matrixed environment, and cross functionally with operations and technology functions.
• To work collaboratively across multiple geographies, including global shared services functions that reside outside of Brazil.

Executive Presence

• To discuss compliance matters with senior leaders and FLOD/SLOD risk managers
• To provide targeted guidance, support, and training to FLOD/SLOD risk partners
• To manage relationship with local regulators
• To effectively communicate complex matters quickly in an accurate, clear and simple manner.

Behaviours:

• Partnership – organisational awareness, engages widely with peers and seniors across PayPal.
• Innovate – leads effectively in a dynamic, fast-changing environment; challenges convention.
• Deliver Stand out Results – develops decisive strategies that deliver tangible results.
• Execution – focuses the business area on strategic priorities; operates clear, simple systems.
• Leadership – contributes to the business leadership agenda; sets business area vision.
• Effective collaborative skills that contribute to positive working relationships with counterparts in PayPal Business Units, and Regional and Global Compliance teams.
• Strong organizational skills, ability to problem-solve, attention to detail and the ability to work on multiple projects and track/meet deadlines while ensuring a high level of quality output.
• Effective project management experience, including leadership in the development and execution of project plans and reporting.
• High energy and creativity, an entrepreneurial spirit, and the desire to work in a fast paced, constantly changing environment.
• Ability to learn quickly, manage multiple responsibilities simultaneously with sound judgment, flexibility, and nimbleness in changing courses and solving problems swiftly
• Ability to take ownership and proactively work with relevant teams to resolve issues.

Our Benefits:

Any general requests for consideration of your skills, please

Essential Responsibilities:

• Utilize advanced analytical techniques to assess complex information sets, enabling the formulation of logical and well-supported recommendations for reporting to global regulatory bodies and internal stakeholders. These investigative decisions are essential to fulfilling PayPal’s fiduciary responsibilities under international regulations, which mandate effective monitoring of customer activities to detect and report suspicious activities, including money laundering and terrorist financing.
• Conduct comprehensive end-to-end reviews of potential illegal or suspicious activities, ensuring thoroughness and accuracy in all investigations.
• Perform timely and detailed analyses of instances of potential Anti-Money Laundering (AML) activities and suspicious financial transactions across diverse jurisdictions and countries, adhering to local and international compliance standards.
• Evaluate customer profiles and analyze large datasets to confirm that activities align with expected norms, ensuring compliance with Acceptable Use Policies and Know Your Customer (KYC) regulations.
• Leverage both internal data and various open-source research platforms to investigate potentially illicit activities, thereby supporting informed investigative decisions
• Document findings in a narrative format within both manual and automated case management systems and prepare comprehensive reports for management as required.
• Consistently exercise sound judgment in making decisions and recommendations related to case investigations, ensuring alignment with global best practices and regulatory requirements.

Minimum Qualifications:

• Minimum of 2 years of relevant work experience and a Bachelor's degree or equivalent experience.

Preferred Qualification:

• Ability to break down complex concepts/data and articulate in writing a clear, concise, chronological and complete narrative elaborating the critical findings.
• Proficiency with Microsoft Excel including the ability to use sorting, pivot tables, formulas, conditional formatting, etc. to analyze large amounts of data in order to identify and factually support investigative findings;
• Excellent command of the English language, especially the rules of syntax, punctuation and grammar;
• Excellent command of the Portuguese language, especially the rules of syntax, punctuation and grammar;
• Excellent research and analytical skills;
• Excellent time management and dependability to meet productivity targets
• Exceptional oral and interpersonal communication skills with the ability to
• communicate complex information accurately, clearly and quickly to all levels;
• Ability to review potentially sensitive and/or offensive material with the ability to make impartial decisions related to that material;
• Ability to understand opposing points of view on highly complex issues and support a risk-based decision based on the facts present;
• Interact with peers and financial crimes risk professionals, all levels of management, and other internal or external constituents in order to deliver comprehensive views on investigative and intelligence matters and represent reasoning of case disposition;
• Ability to receive continuous critical feedback and implement in future casework;High level of professionalism, self-motivation and sense of urgency

Our Benefits:

Any general requests for consideration of your skills, please

Essential Responsibilities:

• Utilize advanced analytical techniques to assess complex information sets, enabling the formulation of logical and well-supported recommendations for reporting to global regulatory bodies and internal stakeholders. These investigative decisions are essential to fulfilling PayPal’s fiduciary responsibilities under international regulations, which mandate effective monitoring of customer activities to detect and report suspicious activities, including money laundering and terrorist financing.
• Conduct comprehensive end-to-end reviews of potential illegal or suspicious activities, ensuring thoroughness and accuracy in all investigations.
• Perform timely and detailed analyses of instances of potential Anti-Money Laundering (AML) activities and suspicious financial transactions across diverse jurisdictions and countries, adhering to local and international compliance standards.
• Evaluate customer profiles and analyze large datasets to confirm that activities align with expected norms, ensuring compliance with Acceptable Use Policies and Know Your Customer (KYC) regulations.
• Leverage both internal data and various open-source research platforms to investigate potentially illicit activities, thereby supporting informed investigative decisions
• Document findings in a narrative format within both manual and automated case management systems and prepare comprehensive reports for management as required.
• Consistently exercise sound judgment in making decisions and recommendations related to case investigations, ensuring alignment with global best practices and regulatory requirements.

Minimum Qualifications:

• Minimum of 2 years of relevant work experience and a Bachelor's degree or equivalent experience.

Our Benefits:

Any general requests for consideration of your skills, please

As an Integration Engineer at PayPal, Professional Services, LATAM, you will play a pivotal role in ensuring our merchants successfully implement our products.

Our organization prioritizes developing diverse talent and fostering an inclusive environment where you will be encouraged to align your values with the PayPal Leadership Principles and apply them in your daily role.

Our team is committed to PayPal’s Leadership Values and exemplifies:

• Innovation work customer back: create simple and valuable customer experiences.
• Inclusion Put people first: build the next generation, unlocking their superpowers.
• Wellness: Work as One PayPal.
• Collaboration: Win together

You will provide expert technical guidance and solutions to mid-tier and top-tier merchants and partners, ensuring they adopt optimal integration strategies, techniques, and best practices.

Solution Design:Develop comprehensive integration solutions tailored to the specific needs of mid-tier and top-tier merchants and partners in the LATAM region.

Mentorship:Review and guide the work of junior engineers, ensuring they adhere to established standards and develop their technical skills.

Identify and troubleshoot technical issues that may arise during the integration process, providing timely solutions.

Communication Skills:Excellent communication and presentation skills, with the ability to communicate complex information accurately, clearly and quickly to all levels.Fluent or advanced English.

Administration, Accounting, Economics, Engineering or related courses.5 + years’in designing and implementing complex integration solutions, programming languages such as Python, Java, or JavaScript

Strong technical background with a focus on integration technologies and APIs.

Experience working in a professional services or consulting environment.

Knowledge of industry-standard integration frameworks and protocols (e.g., REST, SOAP, OAuth).

• Experience with payment processing systems and industry regulations.

Workplace Model:

• Hybrid (in-office three days a week).

Any general requests for consideration of your skills, please