Customer Service Escalations Advocate

6 months ago

Melbourne, 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, 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 cash.app/careers.

We are seeking a results focussed individual with a naturally positive mindset, who has a strong background in customer service delivery responsibilities in resolving customer service complaints/ dispute resolution.

As an Escalations Team Member of our Internal Dispute Resolution (IDR) process you will help solve our customer's most complex issues. We strive to solve their issues and allow them to get back to their day with ease. This role requires us to do that at all times working within the guardrails of our Afterpay Complaints Management framework. You will join a team of passionate Afterpay Advocates who love solving customer problems in a fast paced environment.

**This role is responsible for**:

- Provide support to the Customer Service team for escalated complaints, where first level resolution team members have not been able to resolve.
- Investigate, manage, and resolve escalated customer complaints where first level resolution team members have not been able to resolve in accordance with Afterpay complaint management policy frameworks, including our obligations to regulatory frameworks
- Manage multiple dispute cases simultaneously in a efficient and effective manner in accordance with standard operating procedures
- Focus on providing a supportive customer experience and ensuring timely and fair outcomes are achieved in line with internal and regulatory requirements. Be willing to support prioritisation of our most pressing issues and find a solution with stakeholders
- You will build expertise in our products, technology and procedures to deliver the best possible support to our team members and customers
- Provide support to our frontline team members to help improve first point resolution (and reduce Escalations if possible)
- Stay alert to trends in complaints, customer and frontline team feedback in daily routine; alert Leaders and make recommendations to improve processes as required
- Develop productive working relationships with a range of stakeholders across the Operations team (and often with Product or Technology stakeholders) to support the resolution of customer complaints
- Balance quality, productivity and service standards in your day to ensure KPIs are delivered
- Other tasks and ad hoc projects within the scope of the role may be required from time to time, including supporting the launch of new products or licensed servicing requirements.

**Qualifications**
- Minimum 2 years experience in Customer Service delivery roles with specific Escalations / Complaints experience
- You champion the customer experience and can quickly form relationships and establish trust, respect, competence and confidence with our customers
- Self
- driven team player, and a logical thinker that likes to work in a fast-paced and challenging and change driven environment
- Strong time management skills
- Excellent written and verbal communication skills
- Strong attention to detail and the tenacity to seek a solution to a problem

Other:

- Many of our front line Customer Service team members are based outside of ANZ; providing internal help and communicating and connecting digitally is key
- Requirement to adhere to a rotating schedule which is published 6 weeks in advance
- The global nature of our team may require this role to work flexibly from time to time in order to to connect to colleagues who operate in Australia, UK and Spain

**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, based solely on the core competencies required of the role at hand, and without regard to any legally protected class.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout

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