Job Description
Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 237 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.
As an Italian Collections Specialist, your goal is to deliver best-in-class service to PayPal’s core and emerging products, taking problem solving and customer service to a new level. As a Collections Specialist you will also uphold the highest level of customer service while negotiating with PayPal customers on resolving negative balances and providing quality solutions.
The Collections Specialist will also be eligible for the EMEA Collections incentive program, via a monthly scorecard and will be part of our Collections Quality assessment program while protecting the PayPal brand while we do.
As a Collections Specialist, you will engage with PayPal customers where a negative balance has occurred on their account, performing a range of collection duties including providing guidance and education to customers in order to avoid a negative balance in the future and following established policies and procedures to obtain payment on negative balance accounts via email or phone contacts. The telephony system will be primarily dialer focused.
Fluent Italian and English are required for this role.
Responsibilities:
- Reach out to customers via automated Dialer system and email transmission to negotiate payment solutions for their accounts with the aim to bring those back into good standing
- Construct individually tailored solutions while being in compliance with all local laws and regulations regarding Collections and Debt recovery
- Maintain and promote a positive attitude while meeting production and quality goals.
- Display initiative to take on additional responsibilities geared towards professional growth and development.
- Participating in the PayPal Collections Quality assessment program, including Self-Assessment and Effectiveness testing and monitoring
Competencies:
- Customer Focus
- Drive for Results
- Problem Solving
- Composure
- Listening
- Functions/Technical Skills
- Flexibility
- Teamwork
- Negotiation
Preferred Qualifications:
- Strong communication skills, excel at customer interaction, exhibit creativity and skill in delivering practical solutions and thrive in a collaborative team environment
- Strong verbal (phone) communication skills: actively listen and speak clearly to customers
- Strong written (email) communication skills: use proper grammar and punctuation
- Well-developed sense of urgency and follow through
- Strong working knowledge of external systems and PC based internet and software applications (The Internet, Microsoft Office - Outlook, Word, and Excel)
Job Requirements:
- Ability to learn and adapt to new software technologies
- Strong working knowledge of PC based internet and software applications
- Proficiency in external systems and software (The Internet, Microsoft Office - Outlook, Word, Excel)
- Ability to communicate effectively via email transmission and phone by utilizing proper grammar
- Well-developed sense of urgency and follow through
- Ability to develop and maintain professional working relationships with co-workers and peers
- Ability to make a discretionary decision based on research
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- Ability to adapt to an ever-changing environment which requires flexibility, especially around processes and shifts (which are subject to change and which can include Saturday work and some late evenings)
- Possess a disciplined approach to working in a highly targeted environment
We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.
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.
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