CIP Lead Investigator L1

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 Summary:

This job demonstrates proficiency in reviewing customer accounts related to one or multiple designated areas such as: identity verification, sanctions, disputes, chargebacks, abuse and fraud. Additionally, you must exhibit good decision making in resolving uncommon issues. You will be required to make independent and informed recommendations for resolving consumer and or merchant issues while maintaining efficiency.

Job Description:

Essential Responsibilities:

• Assist customers and help them with their queries regarding accounts
• Document findings in the manual and automated process case management system
• Skilled and fluid switching in multiple workflows, queues and programs
• Meet/Exceed performance expectations
• Ability to make independent and proficient decisions
• Strong understanding of risk operations policies and procedures

Minimum Qualifications:

• 2 years of relevant work experience

• Concurrent & Post-Call Audit — Review completed VCIP calls end-to-end; run real-time concurrent checks in line with frameworks.
• Verification Validation — Scrutinize ID matching, facial comparison, and agent decisioning for accuracy and compliance.
• Risk & Fraud Signal Detection — Identify early warning signals and anomalies during audit; proactively flag fraud trends and call patterns to supervisors.
• SLA & Quality Ownership — Hold every review to defined SLAs and quality benchmarks — no exceptions, no shortcuts.
• Documentation & Reporting — Maintain clear, audit-ready records for regulatory and internal reporting; build monthly insights for investigators, team leads, and leadership.
• Investigator Coaching & Feedback — Deliver structured, constructive feedback that improves investigator accuracy, compliance, and overall call quality.
• Quality Calibration — Lead or contribute to Global Quality calibration sessions, keeping Enrichment scores aligned and close to excellence.
• Escalations & SWAT Support — Prioritize and work internal/external escalations; recommend policy, workflow, or tooling changes that prevent recurrence.
• Cross-Functional Collaboration — Partner with Compliance, Risk, and Operations to close audit gaps and strengthen end-to-end process integrity.
• Business Improvement — Contribute to Monthly Business Reviews, service-level initiatives, and self-identified projects that raise the bar for the broader Risk Operations organization.
   

• In-depth knowledge regulatory guidelines, KYC/AML norms, and compliance frameworks — Video CIP experience is strongly preferred.
• 2+ years of experience in Compliance, Risk, Audit, or Customer Support. Exposure to Customer Identification Programs (CIP) and/or Sanctions is a strong plus.
• Strong auditing, analytical thinking, and risk-assessment capabilities, with the ability to translate data into decisions.
• High attention to detail — able to spot process gaps and anomalies others miss.
• Excellent oral and written communication skills; able to deliver feedback that lands and explain complex issues clearly to a team.
• Comfort holding two viewpoints at once — able to reconcile differing perspectives within your team and across the organization.
• Ability to work under tight timelines without compromising quality or accuracy.
• Proficiency with digital CIP tools, audit dashboards, and MS Office applications.
• An appetite for change — ready to champion new tools, policies, and workflows as the VCIP landscape evolves.

Subsidiary:

PayPal

Travel Percent:

0

PayPal does not charge candidates any fees for courses, applications, resume reviews, interviews, background checks, or onboarding. When making an application directly, we will never ask you to share passwords, one-time passcodes (OTP), or verification codes.  Any such request is a red flag and likely part of a scam. All communication regarding your application will come from official PayPal email domains. If you suspect fraudulent activity, please report it immediately.  To learn more about how to identify and avoid recruitment fraud please visit https://careers.pypl.com/contact-us. 

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 comprehensive, choice-based programs, to support all aspects of personal wellbeing—physical, emotional, and financial—delivering meaningful value where it matters most. We strive to create a flexible, balanced work culture with a holistic approach to benefits, including generous paid time off, healthcare coverage for you and your family, and resources to create financial security and support your mental health.

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 paypalglobaltalentacquisition@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.