About the job

Company Description

Afterpay is transforming the way we pay by allowing customers to buy products immediately and pay for their purchases over four installments. The service is completely free⁵ for customers who pay on time - helping people spend responsibly. As of December 31, 2021, Afterpay is offered by more than 122,000 of the world’s favorite retailers and more than 19 million active customers have adopted the service.

Afterpay is currently available in Australia, Canada, New Zealand, the United States and the United Kingdom, France, Italy and Spain, where it is known as Clearpay. Afterpay is on a mission to power an economy in which everyone wins. Afterpay is a wholly owned subsidiary of Block, Inc. (NYSE: SQ).

Job Description

This ideal team member has a relentless commitment for delivering a great customer experience. This role primarily provides day to day support in the complaint handling process from initial contact to closure through investigation, timely follow up, tracking and documentation of customer response resolution per procedures. You serve as an escalation point for customer complaints, perform in-depth investigations and provide feedback and recommendations to management as needed that may address root cause, corrective & preventive actions.

Additionally, you serve as a real time subject matter expert for customer support teams to help guide resolution around immediate issues and partner across multiple Afterpay teams to triage support, providing input and feedback into the customer experience.  

Key Responsibilities

• Effectively supports complaint handling process to ensure timely completion of complaint
• Coordinates complaint investigation activities and responses to consumer and customer complaints through various channels including ongoing monitoring for resolution
• Provide support to the Customer Service team for escalated complaints/complex complaints, where first and second level resolution team members have not been able to resolve.
• Provide support for executive escalations and external disputes raised to regulatory bodies such as BBB
• Work independently to conduct the investigation of consumer complaints within designated timeframes
• High levels of autonomy and strong decision making skills required to find the appropriate solution to resolve disputes. Resolution decisions should be considerate of customer experience, prevention of further escalation and/or any reputation damage
• Analyze and fully understand issues presented by the complaint, identify any necessary follow-up with the complaint and determine the materials needed to support investigation findings
• Strong verbal and written communication skills to be able to prepare detailed, logical and well explained EDR responses with empathy to consumers, executives, external dispute resolution bodies and consumer advocacy groups
• Maintain strong working knowledge of the Afterpay product and support procedures
• Assists with ongoing monitoring and support of operational processes and being a part of team to drive and recommend improvements
• Reporting/escalation of any possible systemic issues or failures and take part in actions for resolution
• Prepare reporting for stakeholders on complaint volumes, complaint categories and insights for both internal and external dispute resolution.
• Analyze complaint data, report on trends to the business, and make recommendations to improve processes.
• Act as a subject matter expert on customer processes, complex customer impacting issues and management of escalated/regulatory disputes within the organisation, including imparting knowledge to others to prevent escalation in the first instance.

Qualifications

• Proven background in Customer Service, Complaints Handling and Dispute Resolution.
• Proven experience in conflict resolution and strong problem solving abilities
• Demonstrated experience in dispute resolution, including communication and management of complaint cases to external groups and governing bodies.
• Strong verbal & written communication skills - ability to draft detailed, logical and comprehensive findings to external dispute bodies.
• Strong organizational, problem solving, interpersonal, and analytical thinking skills
• Demonstrates ability to collaborate, express emotional intelligence, possesses accountability and critical thinking
• Tertiary qualifications and/or equivalent industry experience (BBB, CFPB, BCA) is preferred.

Additional Information

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page.

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.  

Perks

We want you to be well and thrive. Our global benefits package includes:

• Healthcare coverage
• Retirement Plans
• Employee Stock Purchase Program
• Wellness perks
• Paid parental leave
• Paid time off
• Learning and Development resources

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.