Customer Payments Officer

3 weeks ago

Melbourne, Australia Afterpay Full time

Company Description

Join a movement in which everyone can win. We started a movement in which everyone can win - shoppers, retailers, society and every person on our team. To play fair, trust people and reward them for doing the right thing. We see and feel the impact of our work as more and more people gain financial freedom and retailers grow across the globe.

Founded five years ago in Sydney, Australia, Afterpay has over 11 million active customers globally and more than 64,000 of the world’s best retailers around the world including Anthropologie, Revolve, DSW, GOAT, Finish Line, Levi’s, Mac Cosmetics, Ray-Ban and many others. Afterpay is on a mission to power an economy in which everyone wins.

Afterpay is completely free for customers who pay on time - helping people spend responsibly without incurring interest, fees or extended debt. Afterpay empowers customers to access the things they want and need, while still allowing them to maintain financial wellness and control, by splitting payments in four, for both online and in-store purchases. Afterpay is deeply committed to delivering positive outcomes for customers. We are focused on supporting our community of shoppers.

We trust in the next generation and share a vision of a more accessible and sustainable world in which people are rewarded for doing the right thing.

**Job Description**:
This is an exciting opportunity to join us as a Customer Payments officer and be the key point of contact within our Global Customer Service team for all escalated payment queries.

Our team gets to work on handling and resolving customer payment disputes in a fair, transparent and timely manner.

**You will**:

- Become an SME/process expert particularly around money movements of different integration types, acquirers, systems, etc.
- Update Account information with accuracy and speed
- Ensure consistency and superior levels of customer service by following standard operating procedures
- Handle a high volume of digital queries
- Investigate, manage, and resolve escalated and complex customer payments queries in line with processes
- Manage multiple payment cases simultaneously and in an efficient manner
- Focus on providing a supportive customer experience and ensuring timely and fair outcomes are achieved in line with the BNPL Code of Conduct
- Assist with frontline customer service queries when required

**Qualifications**:
**You Have**:

- Strong customer service experience and preferably experience in Financial / Payments industry
- Excellent communication and interpersonal skills
- A customer-focused approach with a passion for effortless customer experience.
- Excellent interpersonal skills with people at all levels, internally and externally with proven ability to influence senior leaders' strategic thinking in line with organization priorities.

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 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_**_._**

**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._

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