Operations Support Officer

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 in 2014, 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.

The Role

Join our dynamic team as an Operations Support Officer, where you'll play a pivotal role in collaborating with vendors, customers, and their representatives. In this role, you will investigate and resolve collections related enquiries from customers and external parties; where required, provide suitable hardship solutions to vulnerable customers who are experiencing financial difficulties — while upholding company policies, the Privacy Act, Debt Collection Guidelines, and all relevant regulatory frameworks.

You will be reporting to the Operations Team Leader and be based in Melbourne, VIC with hybrid working arrangements.

You Will

• Adhere to Afterpay's internal policies and regulatory requirements in regions we operate in
• Support our customers, vendors, and their representatives via email, phone, live chat, social media, and other digital platforms while meeting service level agreements (SLAs)
• Handle customer complaints in compliance with global policy and relevant regional regulations
• Identify and assess Financial Hardship opportunities whilst liaising with customers and Financial Counsellors to provide suitable solutions to assist the customer
• Manage transactional disputes, coordinating with internal teams to reach prompt resolutions
• Conduct a variety of administrative tasks, including but not limited to processing bankruptcy notifications, cease and desist requests, overpayments, payment checks, ingestion, and actioning vendor reporting.
• Identifying opportunities in process and procedures to improve the overall experiencefor our customers and team
• Liaise and collaborate with other internal teams/stakeholders on various projects and/or ad hoc tasks

You Have

• 1+ years experience in customer service and/or collections, with experience in handling customer hardship applications is highly valued
• Experience resolving customer complaints in a professional and empathetic manner
• Strong organisational and time management capabilities, with a keen eye for detail on accuracy and compliance
• Independent analytical and problem-solving skills
• Ability to multitask and perform well in a high-volume, fast-paced environment
• Experience managing individual workloads and case queues
• Customer-centric mindset, demonstrated by the ability to build trust, competence, and rapport
• Demonstrates high emotional intelligence and the ability to remain calm and focused under pressure
• Proficiency in applying a risk-based approach to prioritise and complete daily responsibilities
• Ability to contribute meaningfully to a high-performing team, while also thriving when working autonomously or in partnership with colleagues across the organisation and industry
• Experience working in highly regulated environments with a demonstrated understanding of compliance requirements
• Familiarity with debt collection guidelines across Australia, New Zealand, the US, and the UK.

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, without regard to identity or other 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.

Block is a globally distributed company and this role will require working with other employees in multiple time zones. You may be required to perform work outside of normal business as part of this role.