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 244 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.
The Merchant Risk Consultants (MRC) & Seller Fraud Operations (SFO) Training Specialist, ensures new and existing teammates are trained to achieve consistently high levels of service while supporting the growth of the PayPal. This Trainer designs and delivers the training curriculum for employees within the MRC and SFO business units, while partnering with the team leaders and teammates. The MRC & SFO Training Specialist must have a passion for training, excellent knowledge and understanding of training interventions and must be able to demonstrate the core competencies required to be an effective trainer. This training specialist will have experience as a teammate in MRC work, with strong knowledge and experience in the fraud area.
A passion for the PayPal products as well as a robust understanding of the payments industry is essential.
Delivering, developing and updating training for Merchant Risk Consultants (MRC) & Seller Fraud Operations (SFO) teammates in EMEA business units, which supports them in achieving excellent performance in their roles.
Drives overall quality improvements within training by setting the benchmark & ensuring best practices in training tools and techniques are adhered to at all times.
Fully supports the quality process. Identifying training or knowledge shortfalls partnering with Team Leaders to develop effective solutions to enhance employee performance.
Seeks feedback, trends and insights from the team leaders as a method of improving process and procedures and providing feedback through appropriate channels.
Works in partnership to audit training materials for consistency and relevance.
Takes part in regular product roadmap specification review sessions and proactively highlights potential areas of negative impact to our teammates' ability to service our customers.
Continually fosters a positive, cooperative attitude to all employees based on our shared commitments, behaviors and cultural values of inclusion, wellness, collaboration and innovation.
Collaborates with local and global training team in supporting key business initiatives.
Knowledge, Skills and Abilities
Passionate about training, knowledge sharing and the online payment risk industry.
Strong exposure to adult learning theory and development of the relevant teams.
Strong facilitation and mentoring skills in class and remotely.
Strong oral/written communications skills, and experience with customer support and consulting.
Experience and knowledge of Business Acumen, Financial Stability Analysis, and Holistic Merchant Understanding, in purpose of Merchant Risk and business consulting.
Experience in SFO Queue and SFO Appeals tasks, identify fraud trends and the correct risk treatment to balance loss and merchant experience.
Ability to learn and adapt to new software and technologies.
Independence, planning, organizational and reporting skills are essential.
The ability to work under pressure, prioritize workflows, meet targets and escalate when appropriate.
Demonstrate ability to work as a team player.
Ability to work flexible hours and/or overtime as business needs dictate.
This position may require travel.
1+ years as a teammate in the Merchant Risk Operations team or similar role, responsibilities and function of an MRC and SFO teammate.
Previous training and/or strong presentation experience highly desirable
Bachelor Degree or equivalent.
Proven track record in achieving strong results as well as continually displaying initiative to take on additional responsibilities towards professional growth
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.