The Customer Identification Program (CIP) Agent within Financial Services ensures our customers are in compliance with our Compliance Policy as defined in PayPal’s Terms of Use. They help to ensure that we implement the appropriate controls and monitoring in order to satisfy our obligations to the appropriate regulatory authorities. The CIP Agent 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. This isn’t a job where you just read a script – you are empowered to resolve our customer’s questions by using creativity and skill to provide compassionate, practical solutions. You’re unflappable and consistently good at turning today’s problems into tomorrow’s solutions.
**Fluency in English & French is required for this role**
Responsibilities:
- Respond to customer inquiries via phone and e-mail in an efficient and effective manner related and perform phone outreach as needed
- Keep up to date on applicable regulations and utilize independent judgment in the application of those regulations
- Work assigned queues, emails, and service requests, as well as other Compliance related items on a daily basis
- Maintain professionalism in your interactions with PayPal personnel and customers at all times
- Ensure customers are in compliance with PayPal Policy as defined in PayPal’s terms of Use
- Ensure that PayPal implements the appropriate controls and monitoring needed to satisfy its obligations to the regulatory authorities
- Ensuring that Anti Money Laundering regulations are adhered to and monitor account activity accordingly
- Process queue items such as KYC, KYB, SAR, PEP, WLM, and Transaction Monitoring in a timely manner as measured against communicated departmental targets
- Provide feedback to management regarding necessary changes and updates including policies, upgrades, and potential workflow changes
Preferred Qualifications
- Strong verbal (phone) communication skills: actively listen and speak clearly to customers
- Strong written (email) communication: use proper grammar and punctuation
- Ability to make discretionary decisions based on research. A certain degree of creativity and latitude is required
- 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)
- 1+ years’ experience in a compliance department with a financial institution a plus
Job Requirements
- 2+ years’ relevant experience
- 6-12 months’ experience in one or more of the following areas: Fraud Investigation, Card Issuing or Merchant Acquiring Credit Card business, Accounting, Finance, Protection Services, Chargeback Processing, or ACH processing
- High school diploma or equivalent
