Conflict Resolution Expert
6 days ago
At the heart of our mission lies a commitment to empowering both customers and merchants through fair, transparent, and timely dispute resolutions.
We serve over 11 million active customers globally and partner with more than 64,000 of the world's best retailers worldwide.
The RoleAs a key member of our Dispute Resolutions team, you will report directly to the Team Leader and handle complex customer and merchant disputes in a manner that balances fairness, transparency, and timeliness.
You will act as the primary point of contact within our Customer Service team for all escalated disputes, closely involved in the complaint lifecycle from escalation to IDR and EDR.
- Investigate, manage, and resolve escalated and complex customer and merchant disputes in accordance with our complaints policy.
- Provide essential support to the Customer Service team for escalated complaints where first and second-level resolution team members have been unable to resolve.
- Prepare detailed, logical, and well-explained External Dispute Resolution (EDR) responses to AFCA, other dispute resolution bodies, and consumer advocacy groups.
- Analyze complaint data, provide insightful reports on trends to the business, and make recommendations to enhance processes.
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