Dispute Resolution Specialist

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

As Afterpay's Dispute Resolutions Specialist, you'll report to the Dispute Resolutions Team Leader and handle and resolve customer and merchant disputes in a fair, transparent and timely manner. You will be the key point of contact within our Customer Service team for all escalated disputes and will be closely involved in the complaint lifecycle from escalation, to IDR and EDR. You will be based in Melbourne, VIC with hyrbid working arrangements.

You Will

• Investigate, manage and resolve escalated and complex customer and merchant disputes, in accordance with the complaints policy.
• Provide support to the Customer Service team for escalated complaints, where first and second level resolution team members have not been able to resolve.
• Provide input into Afterpay's Internal Dispute Resolution (IDR) responses to resolve complaints
• Prepare detailed, logical and well explained External Dispute Resolution (EDR) responses to AFCA, other dispute resolution bodies and consumer advocacy groups
• Prepare reporting for stakeholders on complaint volumes, complaint categories and insights for both internal and external dispute resolution.
• Analyse complaint data, report on trends to the business, and make recommendations to improve processes.
• Manage multiple dispute cases simultaneously and in an efficient manner
• Focus on providing a supportive customer experience and ensuring timely and fair outcomes are achieved.

You Have

• Tertiary qualifications and/or equivalent industry experience (CIO, FOS or AFCA)
• Proven background in Customer Service, Complaints Handling and Dispute Resolution
• Proven experience in conflict resolution and strong problem solving abilities
• A Customer-focused approach and someone who enjoys critical thinking
• Demonstrated experience in dispute resolution, including communication and management of complaint cases to external groups and governing bodies.
• A Strong ability to multi-task and work under time constraints to meet deadlines with excellent attention to detail and accuracy.
• Strong verbal & written communication skills - ability to draft detailed, logical and comprehensive findings to external dispute bodies.
• A passion for Afterpay!
• You like to keep it real with your actions, be brave with your decisions, do the right thing for all our stakeholders and shape the future with excitement.

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 con