Sr Specialist, Enterprise Servicing

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:

Enterprise Servicing Specialist (ESS) Job Description
The ESS provides outbound/proactive and inbound/reactive support, maintenance and consultation, providing assigned merchants with effective issue resolution within established SLAs, supporting merchant servicing actions and ensuring operational excellence to maximise merchant health.
The individual acts as the first point of contact for all servicing requests and advocates for their assigned portfolio of accounts.

Job Description:

Responsibilities:

• Provide general (e.g., account configuration and transaction inquiries) and case (e.g., appeals request) account service
• Educate merchant on product and account operations best practice (e.g., help answer specific product questions directly or by connecting to SMEs,
• Drive continuous improvement in servicing metrics, including SLAs, ticket resolution, and operational contact volume and merchant satisfaction
• Address compliance, risk, and regulatory documentation tasks (e.g., PCI DSS compliance)
• Resolve merchant disputes/adjudications, including process documentation and communication
• Monitor and be ultimately accountable for customer service completion on lower complexity servicing intents
• Drive issue resolution for high complexity intents in partnership with specialist teams, Internal partners include Account Managers, Customer Service, Technical Account Managers, Pricing Operations, Finance, Risk, and Site Reliability Engineering. 
• Manage case reviews, provide account support and configuration, handle compliance and risk documentation

Qualifications:

• Bachelor’s degree or equivalent experience
• Minimum of 7 years of experience and 10+ preferred. in a Customer Servicing, Merchant Servicing, Account Management or Customer Success Manager, or another customer-facing role
• Experience delivering client-focused solutions that meet customer needs
• Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)
• Experience in Looker, Tableau, other data visualization tool, or willingness to learn (?)
• Prior payments industry experience preferred
• Demonstrable ability to clearly communicate, compellingly present to, and successfully influence key stakeholders across functions
• Experience successfully navigating matrixed, cross-functional team environments
• Ability to work at pace and tenaciously pursue resolution of complex issues
• Bias towards action and desire for continues learning and