Investigations Support Officer, Collections

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 is an exciting opportunity to join us as an Operations Support Officer for our Collections team. Our team gets to work on communicating with vendors, customers and their representatives to investigate and identify suitable outcomes for collections activities, fraud investigations and reducing losses in accordance with our company guidelines, Privacy Act, Debt Collection Guidelines and other relevant legislation the company are governed by.

**You will**:

- Respond to Debt Collection Agency enquiries and manage and handle customer complaints in a timely manner
- Provide support for our vulnerable customers as required with correct implementation of Afterpay’s hardship and customer assistance programs
- Reconcile accounts with finance and Debt Collection Agencies
- Liaise with Financial Counsellors and any authorized third party, along with assessing call recordings and complaints sent by third party agents.
- Process and finalizing bankruptcy & deceased accounts
- Maintain accuracy of customer details and account information.
- Process customer requests in a timely manner including but not limited to; Cease & Desist requests and US Disputes process whilst ensuring you comply with Afterpay’s Global Collections Policy
- Ensure ongoing compliance with the relevant collections regulatory requirements for each of the regions supported by the AU Collections team.
- Develop strong and courteous relationships with customers and vendors and negotiating solutions with more challenging customers and vendors which result in reduced losses and/or commission
- Provide assistance to victims of identity theft by providing necessary counseling and education, collecting information and analyzing the identity theft information to understand the seriousness of the theft.
- Maintain database of theft case information for timely retrieval and analysis
- Analyze customer statements, ACORN reports and police reports to resolve identity theft cases and claims
- Lodge Unusual Activity Reports (UAR) to the AML Team to meet AUSTRAC reporting requirements.
- Manage transaction disputes and liaise with relevant internal departments

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

- A high level of emotional intelligence and the ability to remain calm under pressure
- Strong interpersonal, influencing and facilitation skills; with strong oral and written communication ability.
- Strong organisation and time management skills
- Attention to detail and accuracy
- Ability to analyze issues and develop problem solving methodology with mínimal guidance
- Ability to multi-task and work in a high volume, high pressure environment
- Demonstrated skills related to individual case/workload management
- Strong time management skills utilizing a risk based approach to prioritizing and completing daily tasks
- Ability to make a strong individual contribution to the development of a high functioning team
- Ability to effectively work independently while also collaborating with team members as well as internal business units and industry peers
- Exceptional client focus; ability to effectively and quickly form relationships and establish trust, respect, competence and confidence

**Other desirable experience includes**:

- Shown expertise with financial/fraud investigations demonstrating risk-based judgement, problem solving skills and strong analytical ability
- Demonstrated ability to maintain strict adherence to regulatory guidance as well as internal compliance standards and guidelines
- Experience creating or preparing Unusual Activity Reports (UAR)
- Working knowledge of the ACCC/ASIC debt collection guidelines
- Working knowledge of the National Consumer Code guidelines

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