Due Diligence Investigator (G22)

Scope of Position:

A Global Protections Investigator will be a multi discipline skilled teammate and customer
advocate in charge of providing world class customer support and guidance to both our internal
and external customers supporting various workflows, complex queues and specialized
workflows which will include, but not limited to – Protection Services INR/SNAD, Billing Error
Disputes, Chargebacks, Issuing Disputes, QRC, VENMO, Credit Disputes among others. An
investigator will always strive to deliver the highest quality of work and aim to protecting our
company against financial loss resulting from inaccurate adjudications or oversight. This role
will involve being highly flexible and agile in order to switch between different workflows and
queues as required depending on customer impact, service level constraints and tactical
interventions required in order to carry our daily operations efficiently. They will complete this
by looking at a variety of tools, resources such SOP/SOL, customer documents and account
activity to make a strong decision on behalf of our company. An investigator may be also called
upon to support ad hoc business requirements like providing training/mentoring support, UAT
testing, remediation activities being undertaken etc. An individual at this role is also expected
to keep upgrading their processing skills and take appropriate measures and efforts to keep
abreast with business and product knowledge which impacts the quality of their case decisions
in order to ensure the responsibilities are dispensed with adequately.

Key responsibilities of this role will include:

• Timely execution of assigned tasks and deliverables

• Analyze queries and make an informed decision assisting buyer to resolve their seller
dispute inquiries in line with SOP & Policy guidelines
• Analyze cases and make an informed decision on queries initiated by buyers through
their credit card/ debit card company, the issuing bank or on the credit products which
adheres to stipulations as laid out by Card Associations, Processor sites and other
financial stakeholders
• Analyze cases and make an informed decision on queries initiated by buyers on billing
disputes and unauthorized billing which is aligned with regulatory guidelines
• Provide feedback and insights on SOP’s
• Meet minimum performance targets in queues as assigned
• Strong verbal (phone) communication skills utilizing active listening and clearly
speaking to customers (IDO Specific)
• Strong written (email) communication utilizing proper grammar and punctuation
required for communicating updates to supervisors, customers and stakeholders
• Ability to function in multiple queues covering several product lines

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 • Demonstrates behaviors and values (Innovation, Inclusion, Wellness, and
Collaboration)

Functional Skills:

• Strong knowledge in GP workflows including Proserv, BED, Chargebacks, IDO, Credit

Disputes etc. (depending on extent of skilling done)
• Good working knowledge of GP Tools & Systems including PDA, Compass, Armor,
Kana, Intranet, SCM
• Understanding of Key Performance Indicators applicable to various types of disputes,
Appeals and Claims and the levers that will impact results. Ability to understand AIP
dashboard driven and other metrics in order to work towards improving
• Effective time management skills to be able to work in a blended environment
(different types of cases/queues, e-mails)
• Effective written and verbal communication skills to create amazing customer
experiences
• Basic abilities in analyzing data to make discretionary decisions based on research
• Basic change management skills to learn and adapt to new tools, processes, policies
and procedures
• Strong working knowledge of PC based internet and software applications
• Good understanding of PayPal’s major products and flows and how their role impacts
and influences them that has a bearing on their ability to adjudicate cases
• Basic awareness of Regulatory and Financial Laws and Acts for the Markets being
serviced

Competencies:

• Agility
• Analytical
• Drive for Results
• Effective Communication: Verbal & Written
• Decision Quality & Problem Solving
• Interpersonal Savvy

Minimum Requirements:

• Bachelor’s degree or educational equivalent

• 2+ years relevant work experience (external candidates)
• 12+ months customer service experience required (if internal)

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