Job Description
You Will:
- Leverage customer and merchant expertise to serve as voice of customer and facilitate dispute resolution
- Identify ‘problem’ merchants and take prompt action to avoid escalated issues
- Partner with risk and sales team on fact finding ways to mitigate high risk merchants
- Follow and contribute to established processes and guidelines in daily activities to do what is right for merchants and Afterpay, adhering to all applicable laws and regulations
- Update bank details for existing merchants and create merchant credentials in Admin Portal
- Handle in-bound queries (phone and email) from new and existing retail partners to meet Service Level Agreements
- Highlight and facilitate process improvement opportunities to reduce friction and improve customer/merchant satisfaction
- Operational support such as (but not limited to): daily settlement & reconciliation, facilitating refunds process, and supporting customer debt validation as the collection team expands
- Balance risk, regulation, and cost with day to day decision making
Qualifications
You Have:
- Proven track record of relationship management / service delivery
- Knowledge of how to facilitate conflict resolution
- 1+ years of experience with engaging consumers and merchants effectively by phone call and email
- Impeccable written and verbal communication skills
- Multitasking and time management efficiency
Additional Information
Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.
Zone A: USD $28.17 - USD $34.42
Zone B: USD $26.20 - USD $32.02
Zone C: USD $22.79 - USD $27.88
Zone D: USD $21.11 - USD $25.82
To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information.
Full-time employee benefits include the following:
- Healthcare coverage (Medical, Vision and Dental insurance)
- Health Savings Account and Flexible Spending Account
- Retirement Plans including company match
- Employee Stock Purchase Program
- Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance
- Paid parental and caregiving leave
- Paid time off (including 12 paid holidays)
- Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees)
- Learning and Development resources
- Paid Life insurance, AD&D, and disability benefits
- Additional Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources
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