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  • Sector: Customer Service
  • Contract: Permanent

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Polish Consumer Risk Appeal Agent - Dundalk

Ireland » Dundalk

Job description:

<p>As an Appeals Agent within Risk Operations, your primary responsibilities will be to review PayPal accounts that have been limited due to what is believed to be potentially fraudulent activity and to determine whether the limitation should be lifted. You may be working on both account maintenance and escalation queues and will be using various applications to assess the legitimacy of the account holder or the transaction. You will be responsible for reviewing documentation, analysing data, and determining in a timely manner whether the limitation should be removed. Throughout this process, you may need to communicate with the customer for additional information and to notify them of decisions. An Appeals Agent within Risk Operations is organized, efficient and driven, exhibits strong analytical skills, adapts well to change and thrives in a collaborative team environment.<br /> </p>

<p><strong>Fluent Polish and English are required for this role</strong></p>

<p><strong>Core Duties:</strong></p>

<ul><li>Review PayPal accounts and determine the legitimacy of the account and account holder and associated risk. Analyse account history and trends and perform relevant research to effectively identify problems (70%)</li><li>Contacting account holders in an effort to verify activity and mitigate loss (20%)</li><li>Continually monitor cases and reports to identify trends and notify management of information gleaned from that activity. (10%). </li></ul>

<p><strong>Knowledge/Skills Requirements:</strong></p>

<ul><li>Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customer (in English)</li><li>Strong written (email) communication utilizing proper grammar and punctuation (in English)</li><li>Ability to make discretionary decisions based on research</li><li>Ability to function in multiple queues covering a variety of tasks with a sense of urgency and follow-through</li><li>Ability to learn and adapt to new software technologies</li><li>Strong working knowledge of external systems, PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, Excel).</li><li>Basic Knowledge of internal systems & software (Kana, Intranet, Admin Tools, Attack)</li></ul>

<p><strong>Essential experience:</strong></p>

<ul><li>2 years minimum experience working in Financial services or a Call Centre</li><li>MS Office experience</li><li>Experience working towards targets/KPI’s</li></ul>

<p><strong>Desirable Experience</strong></p>

<ul><li>Bachelor’s Degree or equivalent business experience</li><li>Risk/Fraud Experience</li></ul>

<p><strong>Why join PayPal...</strong></p>

<ol><li>We were recognised as one of the ‘Best Places to Work in Europe 2017’</li><li>We are hiring full-time permanent positions – enjoy job security while you help us revolutionise the payment industry!</li><li>We offer a competitive salary and performance related bonus</li><li>Wellness is one of our core values, and we have an amazing benefits package that includes 25 days paid annual leave (in addition to public holidays), an education allowance to support your future growth, a sabbatical* program, a company pension scheme and health insurance for you and your partner/ dependents</li><li>We advocate professional development, and offer international and domestic career progression opportunities</li><li>We understand relocating can be difficult, so we offer a relocation package* to support you in your move to join us</li></ol>

<p> </p>

<p>Not to forget…we also have a free onsite gym with personal trainers, a subsidised restaurant with a professional chef team, onsite Costa Coffee, a subsidised private commuter bus service, food zones & games rooms, family fun days, active social groups and so much more...</p>

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