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German Collections Specialist

Job Description

Overview PayPal: PayPal is the leading global online payment service built for the digital age. We now have over 179 million active customers around the world across 203 markets and we handle almost a fifth of the world’s online payments. And we’re delivering the future of money - today. You can use PayPal anytime, anywhere, any way. PayPal continues to drive connected commerce across all channels - online, mobile and in-store. Last year, we handled nearly $46 billion in mobile payments alone. Constantly innovating, creating experiences our customers love. As a Collections Specialist, you will engage with PayPal customers where a negative balance has occurred on their account, performing a range of collection duties including providing guidance and education to customers in order to avoid a negative balance in the future, monitoring the status of accounts and following established policies and procedures to obtain payment on negative balance accounts via email or phone contacts. The Collections Specialist will also be eligible for the EMEA Collections incentive program, via a monthly scorecard and will be part of our Collections Quality assessment program to ensure that we are delivering best in class service to our customer, and protecting the PayPal brand while we do.


Duties include:
• Being responsible for ensuring PayPal is in compliance with all local laws and regulations regarding Collections and Debt recovery
• Contacting customers by telephone as part of outbound auto-dialer campaigns, to engage with customer in relation to the negative balance on their PayPal accounts
• Fielding inbound telephone calls from customers who have a negative balance on their PayPal accounts
• Respond to customer inquiries via telephone communication and email in an efficient and effective manner
• Research and resolve inquiries verbally, in writing, and on-line
• Processing queue items in a timely manner including Kana, Fraud Queues, Correction Tools and SR queues
• Participating in the PayPal Collections Quality assessment program, including Self-Assessment and Effectiveness testing and monitoring
• Maintaining professional interaction with PayPal personnel and customers at all times
• Assist management staff with implementation of procedures
• 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
• Perform related duties as assigned

• Customer Focus
• Listening
• Problem Solving
• Functional / Technical Skills
• Drive for Results
• Composure

Job Requirements
• Remain flexible and adaptable to changes in processes and shifts
• Ability to learn and adapt to new software technologies
• Strong working knowledge of PC based internet and software applications
• Proficiency in external systems and software (The Internet, Microsoft Office - Outlook, Word, Excel)
• Ability to communicate effectively via email transmission and phone by utilizing proper grammar
• Well-developed sense of urgency and follow through
• Ability to develop and maintain professional working relationships with co-workers and peers
• Ability to make a discretionary decision based on research·
• 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)
• Possess a disciplined approach to working in a highly targeted environment

Ref: 30665BR


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