PayPal Risk Compliance Complaints Analyst 

Australia, New South Wales, Sydney 

51996160

What you need to know about the roleAs a Risk and Compliance – Complaints Analyst, you will play a key role in supporting the effective management of PayPal Australia’s complaints handling process, while also contributing to the broader objectives of the Risk and Compliance team. Your core responsibilities will include assisting with the assessment and investigation of complex complaints, engaging directly with the Australian Financial Complaints Authority (AFCA), and preparing high-quality operational and regulatory responses.

Your way to impact

• Lead and support the effective handling of complex customer complaints, ensuring fair, timely, and compliant outcomes.

• Engage with AFCA and internal stakeholders to resolve escalated matters professionally and constructively.

• Conduct root cause analysis and identify opportunities for process improvements to reduce recurring issues.

• Provide clear, actionable advice to internal teams, helping them navigate complaints and compliance requirements.

• Influence internal policies and procedures by sharing insights gained through complaint trends and investigations.

• Contribute to broader risk and compliance initiatives, including incident reviews, control testing, and regulatory change.

• Help foster a culture of accountability, continuous improvement, and strong governance across the organization.

Your day-to-day

• Supporting the strategic management of PayPal’s Internal and External Dispute Resolution process.

• Analyzing and reporting on complaints data to PayPal’s Executive Management Team.

• Monitoring and tracking of Service Level Agreements and support strategic direction where needed.

• Responsible for drafting responses to complaints and investigations from government agencies.

• Responsible for drafting submissions to tribunal matters.

• Effective partnership with Compliance Team to proactively identify and manage the regulatory risk for the business.

• Ability to manage complex and difficult issues and conversations.

• Strong critical thinking and problem-solving skills, including the ability to analyze operational and financial impact of various alternatives and risk mitigation approaches.

• Ability to perform in a high-energy fast paced environment with tight deadlines.

• Putting customers first and drive customer advocacy internally and externally.

• Develop relationships across PayPal as trusted collaborator and advisor on the complainant’s needs.

• Support and guide PayPal’s Executive Escalations Team to ensure a strong focus on servicing for excellence, execution, quality, and speed.

• Ensuring that processes and procedures are up to standard and applied as required, developing them further in collaboration with PayPal’s Compliance Team and Executive Escalations Team.

• Contribute to broader risk and compliance activities as needed.

What do you need to bring

• 2-4 years’ experience in complaint management, including review customer complaints, identifying root cause and trends, and developing solutions.

• Understanding and knowledge of RG165.

• Strong data analysis skills and reporting skills.

• Strong verbal and written communication skills.

• Ability to work well in a matrixed environment, collaborating across multiple departments, levels, and regions.

• Ability to work both independently and as part of a team, escalating challenges or concerns promptly and appropriately.

• Strong report writing experience and experience in data analysis.

• A general understanding of Risk and Compliance Frameworks

Our Benefits:

Any general requests for consideration of your skills, please