Risk Operations Agent 3

The Company

PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy. 

We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.

We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards.  Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade. 

Our beliefs are the foundation for how we conduct business every day.  We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.

Job Description Summary:

CIP (Customer Identity Program) is our first line of defense and ensures that we keep PayPal in compliance with regional regulations.
The verification of the customer’s identity is the most effective means of preventing fraud and illegal activity on our platform, which in addition to ensuring we are compliant with regulations, it also protects the PayPal Brand.
Verifying a customer and the legal entity name (business) allows PayPal to perform scanning against Sanctions lists and Politically Exposed Person (PEP) lists. By understanding the identity of PayPal’s customers and their legal structure, PayPal is creating a safer environment for its customers to operate in.
Identification of the beneficial owners is the most basic step in the prevention of money laundering. By understanding the structure of a legal entity, such as beneficial owners (BO) or directors, PayPal minimizes the risk of a sanctioned/high risk individual or legal entity being involved in illegal activity, linked to a PayPal account.

Job Description:

We are hiring for Japanese Bilingual Customer Identity Lead Investigator / Risk Operations Agent 3.

Mission and Purpose

Customer Identity Program aims to protect our customers through frictionless experiences, whilst delivering the highest standard of regulatory compliance within the industry. We promote an organizational culture that encourages ethical conduct and a commitment to our people, whom we value and encourage their development to help them realize their full potential

Customer Identity Lead Investigator L1

The Customer Identity Lead Advisor within Financial Services ensures our customers are compliant with our Compliance Policy as defined in PayPal’s Terms of Use. They help to ensure that we implement the appropriate controls and monitoring to satisfy our obligations to the appropriate regulatory authorities.  The Customer Identity Lead Advisor is also responsible for the review of customer accounts and applications related to high-risk products and features, reports of fraudulent or unfair practices, and/or policies and programs.

Bring your enthusiasm for solving customer challenges to a team that cares deeply about consumer satisfaction. You are unflappable and consistently good at turning today’s problems into tomorrow’s solutions.

Responsibilities:

Complete account reviews across multiple global markets for KYC/KYB and Name Change workflows.
Educate customers through appropriate communication channels (via email) whilst being clear and concise on KYC/KYB/ NC requirements.
Mentor Advisors to achieve their KPIs using your knowledge and expertise.
Work assigned queues, emails, service requests, as well as other CIP related items daily.
Ensuring that Anti Money laundering regulations are adhered to and monitor account activity accordingly.
Provide feedback to management regarding necessary changes and updates including policies, upgrades, and potential workflow changes.
Support function tasks when applicable e.g. Kana Emails, Faxes, Global Name Change and PET.
Respond to customer KYC/KYB inquiries via e-mail in an efficient and effective manner.
Keep up to date on applicable regulations and utilize good decision-making skills in the application of those regulations.
Always maintain professionalism in your interactions with PayPal personnel and customers.
Ensure customers are compliant with PayPal Policy as defined in PayPal’s Terms of Use.

Competencies:

• Deliver a Customer Effortless Experience.

• Decision Quality.

• Drive for Results.

• Learning on the Fly.

• Problem Solving.

• Dealing with Ambiguity.

• Conflict Management.

• Interpersonal Savvy.

Job Requirements:

• Strong verbal communication skills: actively listen and speak clearly to customers.

• Fluency in Japanese and English — reading, written and verbal

• Experience reviewing Japanese national IDs, business licenses, and related financial documents is a plus.

• Strong written communication.

• Ability to make good decisions based on SOP/ Job AID.

• Ability to function in multiple queues covering a variety of tasks with a sense of urgency and follow-through.

• Ability to learn and adapt to new software technologies.

• Strong working knowledge of external systems and PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, and Excel).

Preferred Qualifications:

• Minimum of 2 years of relevant work experience

The above statements are intended to describe the general nature of work being performed within the role.  They are not intended to be construed as an exhaustive list of all the responsibilities, duties, and skills required, nor be the entire list of behaviors or expectations for which one may be measured upon within the performance review process.  Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.  Additionally, Individuals need to be able to work any shift within a 24-hour period Monday through Sunday.

 

Additional Job Description:

Subsidiary:

PayPal

Travel Percent:

0

For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.

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:

Click Here to learn more about our culture and community.

Commitment to Diversity and Inclusion 

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 talentaccommodations@paypal.com.  

Belonging at PayPal: 

Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.

Any general requests for consideration of your skills, please Join our Talent Community.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.