Disputes Resolution Team Leader Anz

2 weeks ago

Melbourne, Victoria, Australia Afterpay Full time
Company Description

It all started with an idea at Block in 2013.

Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers.

We want to redefine the world's relationship with money to make it more relatable, instantly available, and universally accessible.


Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact.

We've been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates.

No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

Check out our locations, benefits, and more at

Job Description:

Primary reporting line:

Global Disputes Manager

Responsibilities:

Key responsibilities:

  • Support your team to deliver on a complaints model that looks to achieve a customer centric experience, establish performance expectations and monitor for daily improvement, assure training is continuously maintained, audit performance and staff records to assure compliance with policy and procedure
  • Provide support to the Customer Service team for escalated complaints, where first level resolution team members have not been able to resolve.
  • A strong understanding of complaint drivers, ability to dissect complaint data to transfer insights into an actionable execution plan.
  • Ability to present insights which represent both the customer experience / journey, as well as commercial outcomes / opportunities.
  • Ability to establish and maintain strong engagement with external complaint and regulatory bodies to ensure a customer centric experience aligned to the Afterpay values.
  • Maintain up to date knowledge of industry trends and technical developments within the complaints and BNPL industry.
  • Prepare and present reporting for stakeholders on complaint volumes, complaint categories and insights from internal and external dispute resolution.
  • Analyse complaint data, report on trends to the business, and make recommendations to improve processes.
  • Outcome oriented leader who is able to evaluate and reengineer processes to ensure the best possible outcomes for the customer and business, as well as the ability to solve complex problems.
  • Operate within the standard operating procedures and promote compliance across all touchpoints and teams with a solid understanding of relevant legislation, guidelines and industry.
  • Identifies and addresses challenges impacting staff's ability to adequately evaluate complaints within a standardized process
  • Involvement in / leadership of regulator requests for information in conjunction with Legal/Compliance
  • Hold everyone in the team accountable for their performance/actions and always lead by example.
  • Focus on providing a supportive customer experience and ensuring timely and fair outcomes are achieved
  • Owns and maintains workforce models, training plans, and staff recruiting onboarding and offboarding
  • Leads team's performance and oversight of staff's performance and development
  • Leads and develops a team, providing direct staff member supervision and ongoing coaching
  • Drives a culture of continuous improvement within the complaints function

Other:

  • Other tasks and ad hoc projects within the scope of the role may be required from time to time
  • The global nature of our team requires this role to work flexibly in order to connect to and lead teams who operate in North America, Australia, UK and Spain.

Qualifications:

  • 2 years + Leadership within Dispute Resolution and Financial Services
  • Proven staff leadership and performance management
  • Superior Strong verbal & written communication skills ability to draft detailed, logical and comprehensive findings to external dispute bodies.
  • Proven experience in conflict resolution and strong problem solving abilities
  • Leadership skills and the ability to oversee multiple projects simultaneously
  • Demonstrated experience in dispute resolution, including communication and management of complaint cases to external groups and governing bodies.
  • Strong key stakeholder engagement both internal & external
  • Active involvement and ability influence others to desired outcomes
  • Handle complex disputes tactfully exercise discretion and make complex independent decisions to ensure the best outcome
  • Ensure operations policies, procedures, processes, and disclosures meet regulatory requirements and applicable laws.
  • Maintain a great culture and foster an environment where people want to work
  • Coach individuals so that they reach their full potential
  • Ability to successfully manage workload to timelines
  • Proven

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