Operations & Investigations Support Officer

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. This is our mission, and it’s why working at Cash App means so much more than a job.

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

**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. Note that our team is currently going into the office in Melbourne, VIC once a week.

**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 opp