Risk and Compliance Complaints Analyst

**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: What you need to know about the role As a Risk and Compliance - Complaints Analyst, you will play a key role in supporting the effective management of PayPal Australia’s complaints handling process, while also contributing to the broader objectives of the Risk and Compliance team. Your core responsibilities will include assisting with the assessment and investigation of complex complaints, engaging directly with the Australian Financial Complaints Authority (AFCA), and preparing high-quality operational and regulatory responses. While the primary focus will be on complaints management—including oversight, reporting, root cause analysis, and process improvements—the role also offers the opportunity to support broader risk and compliance initiatives across the business.

**Job Description**:
**Meet our team**

This role reports directly to the Director of Risk and Compliance and is suited to an experienced Analyst who demonstrates resilience and sound judgment when navigating complex issues involving a wide range of internal and external stakeholders. With strong negotiation skills and excellent written and verbal communication, you are confident in delivering clear, professional, and actionable advice across all levels of the business.

**Your way to impact**
- Lead and support the effective handling of complex customer complaints, ensuring fair, timely, and compliant outcomes.
- Engage with AFCA and internal stakeholders to resolve escalated matters professionally and constructively.
- Conduct root cause analysis and identify opportunities for process improvements to reduce recurring issues.
- Provide clear, actionable advice to internal teams, helping them navigate complaints and compliance requirements.
- Influence internal policies and procedures by sharing insights gained through complaint trends and investigations.
- Contribute to broader risk and compliance initiatives, including incident reviews, control testing, and regulatory change.
- Help foster a culture of accountability, continuous improvement, and strong governance across the organization.

**Your day-to-day**
- In your day-to-day role you will:_
- Supporting the strategic management of PayPal’s Internal and External Dispute Resolution process.
- Analyzing and reporting on complaints data to PayPal’s Executive Management Team.
- Monitoring and tracking of Service Level Agreements and support strategic direction where needed.
- Responsible for drafting responses to complaints and investigations from government agencies.
- Responsible for drafting submissions to tribunal matters.
- Effective partnership with Compliance Team to proactively identify and manage the regulatory risk for the business.
- Ability to manage complex and difficult issue