Job Description

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives. Summary: As a UK PPC Collections Specialist, your goal is to deliver best-in-class service to our customers while taking problem solving and customer service to a new level. You will also uphold the highest level of customer service while supporting customers who find themselves financially (or non-financially) vulnerable. As a UK PPC Collections Specialist, you will engage with PayPal customers where a missed payment has occurred on their account, performing a range of collection duties including providing guidance and education to customers in order to avoid help them get back on track whether this be short term or long term difficulties. You will ascertain what level of support each customer needs, based on their unique situation, and have access to a number of Forbearance options to help customers get back on track. You will show a strong level of empathy and understanding of each customer circumstance and always put the customer at the forefront. :
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 FCA guidelines (TCF, Vulnerable customers etc).
• Educate customers on different forbearance options available and relevant impact to Credit Bureaus
• 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.
• Ensure quality and “right customer outcome” is upheld for every customer contact

Competencies:

• Customer Focus
• Drive for Results
• Problem Solving
• Composure
• Listening
• Functions/Technical Skills
• Teamwork"

Preferred Qualifications:

• Strong communication skills, excel at customer interaction
• 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

Job Requirements:

• 1 to 4 years of call center environment experience
• Fluency in English
• Ability to learn and adapt to new systems and software changes
• Strong working knowledge of external systems and PC based internet and software applications (The Internet, Microsoft Office - Outlook, Word, and Excel)
• Ability to communicate effectively via email and phone using effective grammar and punctuation
• Well-developed sense of urgency and follow through
• Ability to develop and maintain professional working relationships with co-workers and peers
• 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)
• Have a passion for helping and resolving customer issues

Our world-class culture is something we’re proud of. We’re committed to creating a thriving and inclusive workplace with great benefits including:

• ICICI Lombard Health Care medical plan
• Dental and vision
• Claims process
• Help with your medical plan
• Group personal accident insurance
• Group term life insurance
• Group critical illness insurance
• Business travel insurance
• Gratuity scheme
• Employee Stock Purchase Plan
• National pension scheme
• Time off and leaves
• Disability leave
• Employee Assistance Programme
• Manage stress
• Adoption assistance
• Childcare@PayPal
• Eldercare@PayPal
• PayPal Gives
• Healthy eating at PayPal
• Performance-based awards
• Educational Assistance Programme
• Telecommuting and flexi-work arrangements
• Family support
• Support for new parents
• Developmental assistance

Our Benefits:
At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.
We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com

Who We Are:
To learn more about our culture and community visit https://about.pypl.com/who-we-are/default.aspx

PayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit paypal.com. 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. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at paypalglobaltalentacquisition@paypal.com. As part of PayPal’s commitment to employees’ health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.