Collections Specialist - Spanish

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:
As a Spanish 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.

Job Description:

What you need to know about the role

As a Spanish 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 to 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 several Forbearance options to help customers get back on track. You will show a strong level of empathy and understanding of each customer's circumstance and always put the customer at the forefront.

Meet our Team

The Collections team is based in Dublin, covering different products such as Negative Balance, PayPal Credit/Global Pay Later (including Collections for vulnerable customers), and PayPal Working Capital. Many different markets are represented within Collections (UK, IT, FR, NL, DE, ES).

Your Way to Impact

As a Spanish 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 to assist with 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 many Forbearance options to help customers get back on track. You will show a strong level of empathy and understanding of each customer's circumstance and always put the customer at the forefront.

Your Day to Day:

• Reach out to customers via automated Dialer system and email transmission to negotiate payment solutions for their accounts to bring those back into good standing
• Construct individually tailored solutions while complying with FCA guidelines (TCF, Vulnerable customers, etc).
• Educate customers on different forbearance options available and relevant impact on 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" are upheld for every customer contact

What you need to bring:

• Fluency in Spanish and English
• Ability to learn and adapt to new systems and software changes
• 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
• Have a passion for helping and resolving customer issues
• Call center environment experience is advantageous but not essential

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 [email protected].

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.